Tag Archives: Voice of the Customer

Upset customer

5 signs you don’t have a customer-centric culture (and what to do about it)

Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. Even if your business has good intentions, some common themes may be rippling through your organization that are holding you back. Five signs you don’t have a customer-centric culture, and how to get

Read More

Upset customer contact

Resolve customer issues the first time around with a Voice of the Customer program

How many times should a customer have to call or email to address a concern? Leaders in customer experience have increased their focus on first contact resolution (FCR). This means addressing customer concerns in the initial interaction—including any “warm handoffs” (a transfer to another department with the agent still on the phone). Beyond the Arc

Read More


Beyond Big Data: Big Text Analytics

Big Data is valuable for businesses because it can identify trends, uncover emerging issues, and forecast business outcomes. Yet leading companies are thinking beyond Big Data, and using Big Text Analytics to create a more comprehensive, intelligent customer analysis. Businesses can enrich Big Data with Big Text to develop a better understanding of customers, and

Read More

Crowd_4402640608_30884ba745_b_IM Creator

It’s never about you: Emotional appeal and your customer experience

There’s a strange paradox that occurs in the business world: at some point, people forget what it’s like to BE a customer. We’ve all done it – gotten so wrapped up in the daily grind of meetings, budgets, and deliverables that we grow detached from our customer because they are outside the company. We may

Read More

VOC 1-2-3 :: Strategies for a successful Voice of the Customer program

With increasing competition to retain customers, build brand loyalty, and attract new business, companies of all types are seeking ways to sharpen their focus on the customer experience. Success often relies on having a deep understanding of your customers across every touch point –and that involves listening. That’s where an effective Voice of the Customer

Read More

5 Proven ways to optimize customer experience

In today’s highly competitive markets, consumers demand real value and exceptional experiences in return for brand loyalty. To optimize customer experience, businesses need to continuously raise the bar on how well they understand the customer and meet their needs. This becomes more challenging as technology and social business are evolving rapidly, which means organizations need

Read More

Use social data to identify and resolve customer complaints – CRM Evolution, New York

Event: CRM Evolution Conference 2014 Presentation: “How Social Data Analytics Can Identify and Resolve Customer Complaints” Case Studies: Capital One, SallieMae, Ocwen, Experian Speaker: Steven Ramirez, CEO, Beyond the Arc, Inc. Date: Tuesday, August 19, 2014, 1:45-2:30 p.m. Eastern Time Register online Today’s consumers often take to social media to share their experiences with your

Read More

Measuring customer experience: Why Net Promoter Score is not enough

Measuring customer satisfaction is a great first step toward understanding your customers. But it’s rarely enough to drive real business growth or learn how to differentiate your brand. Many businesses rely on the Net Promoter Score (NPS), a simple metric to gauge customer satisfaction based on whether people would recommend the company. NPS may be

Read More

Leveraging social media complaints to improve customer experience

UPDATE: Click here to read an updated version of this article Today’s strategic business agenda needs to center on customer experience. A core part of that is paying close attention to customer needs and resolving problems quickly – and social media can play a key role. By leveraging vast amounts of customer feedback on social

Read More

2013: A busy year for the CFPB, an expensive year for banks

Since its creation in 2011, the Consumer Financial Protection Bureau has been busy establishing its jurisdiction and authority over financial services providers. In 2013, the agency continued to expand its impact, assessing almost $2.8 billion in fines and restitution. It continued to step up its oversight as well, with initiatives in two new areas –

Read More