Gavin James

Billing disputes are the number one reason for credit card customer complaints, and . Not only does this put credit card providers at risk of losing business, it may cost them plenty if the Consumer Financial Protection Bureau (CFPB) detects any regula...
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Co-author: Steven J. Ramirez

In the age of Dodd-Frank, mortgage lenders are waking up to a new reality:  customer experience isn’t just about practical service and compliance issues. An exceptional customer experience can mean the difference between winning and losing business altogether. Referrals are no longer driven by the real estate or financial...
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In highly competitive markets, consumers demand real value and exceptional experiences in return for brand loyalty. Businesses need to continuously raise the bar on how well they understand the customer and meet their needs. This becomes more challeng...
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Imagine if you could increase customer retention and loyalty by quickly resolving pain points and targeting offers to meet each customer’s unique needs. It’s more possible than you think. With the right strategy and tools, you can get the answers you need to solve key business questions and take action to build lasting and...
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With Consumer Financial Protection Bureau (CFPB) as watchdog, credit card issuers face increased risk of punitive action unless they detect regulatory issues early on and take quick action with improvements. Last year the CFPB slapped multi-million dol...
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With increasing regulatory challenges in a competitive landscape, today’s financial institutions need to keep a close eye on reducing complaints. The Consumer Financial Protection Bureau (CFPB) made this even tougher last summer when their customer complaint database was made public. Beyond the Arc’s ongoing analysis of the CFPB database has shed light on the...
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With today’s competitive market, how do businesses provide greater value to customers while growing the business? The answers may lie in all that customer data that’s piling up. Why not put “big data” to work for you to increase marketing ROI?  Predictive Analytics can help you determine which customers to target, the best offers...
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Wondering how your bank can accelerate issue resolution with insights from the CFPB complaint database? Join our webinar THUR, JAN 31, 2013 at 10:00 a.m. PT Learn how our analysis of the Consumer Financial Protection Bureau (CFPB) credit card complai...
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1. They don’t see the end-to-end experience for their customers. Organizations are usually very siloed and they tend to look at processes without thinking about how they are interrelated across lines of business. That means their view of the customer is fragmented. It’s important to take a holistic view, evaluating the customer experience across...
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Learn how to unlock the true power of your data

Your company has collected massive amounts of data and created reports. What’s next?

With the right training and tools, you can leverage Big Data to drive revenue, improve customer retention, and reduce fraud.

Beyond the Arc can help you increase marketing effectiveness by empowering...
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