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By Brandon Purcell on January 4th, 2012
2011 was an important year for Voice of the Customer (VoC) programs in the financial services industry. Many banks and credit unions adopted new Voice of the Customer initiatives, and companies with existing VoC programs began to harness their full potential with new types of analyses. Some companies monitor customer feedback to determine the top [...] January 4th, 2012 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining, Voice of the Customer | Category: Customer Experience, Data Analytics, Social Media | Leave a comment
By Gavin James on November 9th, 2011
Co-author: Brandon Purcell Social media analytics of Twitter comments provide answers By now, you’ve probably heard of Bank Transfer Day, a grassroots movement launched on Facebook® by a disgruntled Bank of America customer. The event, which prompted people to move their accounts from “big banks” to community banks and credit unions, generated a groundswell of social media [...] November 9th, 2011 | Tags: Brand, Customer Experience, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments
By Brandon Purcell on October 3rd, 2011
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
By Bruce Johnson on June 6th, 2011
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 predictions [...] June 6th, 2011 | Tags: Customer Listening, Data Analytics, Predictive Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments
By Tony Pines on May 19th, 2011
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 [...] May 19th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | Leave a comment
By Shaw Taylor on May 17th, 2011
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 [...] May 17th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | One comment
By Brandon Purcell on May 11th, 2011
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
By Steve Ramirez on March 28th, 2011
Voice of the Customer programs are evolving as predictive analytics and text mining expand a company’s ability to understand, and react to, customer complaints, suggestions, and feedback. We recently asked our colleague Bruce Johnson, a data mining expert with over 20 years of experience in the field, to share a few musings. Here’s Bruce’s take:
March 28th, 2011 | Tags: Data Analytics, Text Mining, Voice of the Customer | Category: Customer Experience, Data Analytics | One comment
By Shaw Taylor on March 23rd, 2011
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 San Jose [...] March 23rd, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | Leave a comment
By Thomas Morphopoulos on May 3rd, 2010
What do corporate heavy hitters have to say about The Future of Social Media in 2010? A recent Silicon Valley American Marketing Association forum explored innovative ideas and best practices for leveraging social media, with insights from the likes of Ed Terpening of Wells Fargo, Jeanette Gibson of Cisco, and Maria Pomeromo of Adobe. Adobe, Cisco, [...] May 3rd, 2010 | Tags: Customer Listening, Social Media, Text Mining, Voice of the Customer | Category: Best Practices, Customer Experience, Data Analytics | 2 comments
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