Post Tagged with: "Customer Retention"

Leveraging Predictive Analytics to improve customer experience – PAW Chicago

by May 15, 2014 at 10:14 pm 0 comments

Event: Predictive Analytics World, Chicago 2014

Presentation: “Leveraging Predictive Analytics and Alternative Data Sources to Improve the Customer Experience”

Case Studies: CFPB, Capital One, Citibank, Bank of America

Speaker: Steven Ramirez, CEO, Beyond the Arc

Date: Tuesday, June 17, 2014, 3:05 – 3:25 p.m. Eastern Time

Register online >

Using customer feedback […]

2013: A Busy Year for the CFPB, an Expensive Year for Banks

by April 8, 2014 at 11:00 am 0 comments

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 fine…

Mining the CFPB Complaint Database to Improve Your Customer Experience

by February 14, 2014 at 2:46 pm 0 comments

Analytics Update

Sallie Mae learns a hard lesson in the importance of data analytics. If they had been paying attention, they could have seen all their customer experience problems coming.

In August 2013, Richard Cordray, head of the CFPB, announced that the agency was turning its gaze toward student loans.  So it was no surprise […]

Predictive analytics is the new business intelligence

by December 10, 2013 at 12:37 pm 0 comments

Business intelligence has always been a vital component in effective decision-making –but it’s now substantially smarter thanks to predictive analytics. Traditionally, to help solve business problems, organizations have targeted specific data and analyzed performance reports. Sure that works, but it focuses on the past and may provide only a limited view with limited value. With […]

Managing complaint data for a better customer experience

by October 23, 2013 at 5:28 pm 0 comments

Webinar: “Parsing and Preventing CFPB Complaints”

Date: November 12, 2013

Time: 12:00-1:00 p.m.

Register Today:


With customer complaint data increasingly available in public sources such as social media and the Consumer Financial Protection Bureau (CFPB) database, is your company making the most of it?

The CFPB is making good use of that […]

Be Where the Customer is Going…

by October 21, 2013 at 4:16 pm 0 comments

Highlights from WGL Radio Podcast with Beyond the Arc CEO, Steven Ramirez With increasing competition in the financial services industry, social media can do more than help businesses hear what customers are saying about their products and services in…

Risk and Response: Social Media in Customer Complaint Management

by September 24, 2013 at 7:04 am 1 comment

While the use of social media is critical in today’s business landscape—for retailers, entertainment, tech companies, and other businesses—social media engagement is one of the more underrated tools used in the financial industry. A bank’s reputation is the foundation of its success, and with millions of consumers publicly voicing complaints about negative experiences with products […]

Leveraging social media to improve customer experience in home lending

by September 16, 2013 at 1:43 pm 0 comments

Event: 15th Annual Mortgage Technology Conference Date: November 18-20, 2013

Presentation: A Win-Win Situation:  Leveraging Social Media Strategy to Improve Regulatory Compliance & the Customer Experience

Speaker: Steven J. Ramirez, CEO, Beyond the Arc, Inc.

Taking a fresh approach in your social media management can help financial institutions increase revenue and cut costs. How? […]

Strategies for attracting and retaining affluent customers

by July 19, 2013 at 1:09 pm 1 comment

Affluent customers generate higher profits

In today’s competitive landscape of financial services, wealthy customers are more important than ever. While they may comprise a small percentage of a bank’s customer base, they’re responsible for about 80% of the profits.  Typically, wealthy customers maintain higher average balances, incur lower credit costs, use more fee-based services, and […]

Mining the CFPB database to improve customer experience

by March 19, 2013 at 8:13 pm 0 comments

Co-author: Nick Baldocchi

Of all the lessons learned from the Consumer Financial Protection Bureau’s (CFPB) enforcement actions in 2012, one is key: effective complaint management is vital to a company’s regulatory health.  However, companies don’t need to wait for negative experiences to escalate into complaints customers file with regulators. In fact, there is a silver […]