What Social Media Tells Us About U.S. Bank – 3 Key Insights

By Brandon Purcell on April 25th, 2012

Social media is full of valuable insights about consumers, but sorting through the noise is no easy task. The key is to collect the right data, filter it intelligently, and use the appropriate text analytics tools to let the data speak. Beyond the Arc performed an analysis on social media data about U.S. Bank to [...]

April 25th, 2012 | Tags: Customer Experience, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 3 comments |Beyond the Arc

How Classifying Data Drives Value in Your Voice of the Customer Program

By Bruce Johnson on April 18th, 2012

Co-author: Gavin James

In simplest terms, a Voice of the Customer (VOC) program captures your customers’ experiences and feeds them back into the organization to drive improvements that help grow your business. Whether customers feel good or bad about their experience with your products and services, your VOC effort enables you to hear [...]

April 18th, 2012 | Tags: Customer Experience, Data Analytics, Text Mining, Voice of the Customer | Category: Customer Experience, Data Analytics | Leave a comment |Beyond the Arc

2012: Customer experience is the new brand

By Gavin James on January 10th, 2012

Co-author: Dana Roytenberg

Lessons for financial institutions to increase brand impact

Most companies spend a lot of time defining their brand – the values they want people to associate with their business – and market to promote that perception. But these days, companies face challenges in controlling how their brand is perceived, because customers have [...]

January 10th, 2012 | Tags: Brand, Customer Experience, Data Analytics, Social Media | Category: Customer Experience, Data Analytics, Social Media | 2 comments |Beyond the Arc

Emerging Issues – Stay ahead of the curve with your Voice of the Customer program

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 |Beyond the Arc

How social media fueled Bank Transfer Day

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 [...]

November 9th, 2011 | Tags: Brand, Customer Experience, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 3 comments |Beyond the Arc

How to get the most out of customer relationships with customer segmentation and predictive analytics

By Dana Roytenberg on September 29th, 2011

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 [...]