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By Gavin James on October 5th, 2011
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When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty. If customers voice disgruntled opinions [...] October 5th, 2011 | Tags: Brand, Customer Communications, Customer Listening, Problem Resolution, Social Media, Voice of the Customer | Category: Best Practices, Communications, Customer Experience | One comment |Beyond the Arc Website By Brandon Purcell on October 3rd, 2011
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For the past 35 years, JP Morgan Chase has hosted the Corporate Challenge, a series of 3.5 mile footraces in cities across the globe. JP Morgan describes the event on its website as “a global celebration of corporate teamwork, camaraderie, and community giving.” So far this year, over 225,000 people have participated in the event, [...] October 3rd, 2011 | Tags: Brand, Social Media, Text Mining | Category: Best Practices, Communications, Data Analytics | One comment |Beyond the Arc Website By Dana Roytenberg on September 29th, 2011
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Customer segmentation enables companies to get more bang for their buck by directing marketing efforts to the most likely targets. Segmentation is a widely used technique in marketing, a way of dividing customers into groups based on their demographics, attitudes, buying behaviors, and other attributes. Using predictive analytics makes it an even more powerful tool [...] September 29th, 2011 | Tags: Data Analytics, Predictive Analytics, Social Media | Category: Data Analytics | One comment |Beyond the Arc Website By Shaw Taylor on August 19th, 2011
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As Twitter has taken the social media sphere by storm –over 300 million users and 1 billion pieces of content per day, as of May 2011— it’s no wonder that businesses around the globe are relying on this venue to communicate with customers. Despite strict regulations, even financial services organizations are jumping into the game, [...] August 19th, 2011 | Tags: Brand, Customer Communications, Customer Listening, Social Media | Category: Customer Experience, Social Media | 3 comments |Beyond the Arc Website By Bruce Johnson on June 6th, 2011
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To capture more value from social media, companies are moving from listening to engaging. Predictive analytics can help businesses plan strategic responses across a wide spectrum of customers to maximize the value of their social media interactions. Using techniques from data mining and text mining, predictive analytics lets you look at historical patterns and make [...] June 6th, 2011 | Tags: Customer Listening, Data Analytics, Predictive Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments |Beyond the Arc Website By Tony Pines on May 19th, 2011
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Capturing data from unstructured sources such as open-ended surveys, phone and email support, and social media networks like Twitter and Facebook provides valuable opportunities for financial services organizations. This “voice” data offers direct, candid feedback from customers and prospects. But how can you combine this unstructured data with traditional structured data to gain a more [...] May 19th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website By Shaw Taylor on May 17th, 2011
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Although “sentiment” has been tracked since the 1960’s to measure consumer confidence, automated sentiment analysis is only recently emerging as a compelling business tool for managing customer experience efforts. Sentiment analysis allows you to track both facts and opinions –such as customer transaction history as well as their comments on Twitter and Facebook– to more [...] May 17th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | One comment |Beyond the Arc Website By Gavin James on May 13th, 2011
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In today’s business world, real ROI and long-term profitability come from optimizing the customer experience –and a key part of this is effective communications. From marketing to servicing, through interactions across all touch points, you need to communicate in ways that resonate with your customers. So how do you figure out what to say and [...] May 13th, 2011 | Tags: Customer Communications, Data Analytics, Social Media, Voice of the Customer | Category: Communications, Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website By Brandon Purcell on May 11th, 2011
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To demonstrate the power of text analysis for gaining customer experience insights, Beyond the Arc analyzed publicly available data on social media websites Facebook and Twitter to identify key trends in what people were saying about Bank of America. As the largest bank in America by assets (over 12% of US deposits), industry analysts note [...] May 11th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | One comment |Beyond the Arc Website By Shaw Taylor on March 23rd, 2011
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As technology continues to touch more areas of our lives, data is everywhere and everything is fair game for data and text mining. Interested in how you can step up your game and use text mining to uncover valuable information and improve business performance and customer satisfaction? Then join us for a presentation at the [...] March 23rd, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website |
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