Post Tagged with: "Voice of the Customer"

Measuring customer experience: Why Net Promoter Score is not enough

by July 3, 2014 at 5:38 pm 0 comments

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 […]

Leveraging Social Media Complaints to Improve Customer Experience

Leveraging Social Media Complaints to Improve Customer Experience

by April 10, 2014 at 11:15 pm 0 comments

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 networks such as Twitter and Facebook, companies can gain insight on […]

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 […]

The Road to Customer Intelligence

by February 7, 2014 at 4:12 pm 0 comments

Event: Sentiment Analysis Symposium

Workshop – “Customer Insight Analytics”

When:  March 5, 2014, 1:30 – 5:00pm

Where:  New York, NY


Please join us in New York on March 5 at the Sentiment Analysis Symposium for the “Customer Insight Analytics Workshop.”

The afternoon workshop will offer a thorough, practical look at how business analysts, […]

A costly but avoidable lesson for Sallie Mae

by January 24, 2014 at 8:24 pm 1 comment

Sallie Mae, the leading student loan provider, recently announced it expects to spend $70 million to address issues raised by government and regulatory agencies about its lending practices.  Based on our ongoing analysis of the Consumer Financial Protection Bureau (CFPB) complaint database, this expense came as no surprise to Beyond the Arc. Sallie Mae could […]

2013 analysis: Top 5 financial institutions with the most CFPB complaints (Infographic)

by January 17, 2014 at 10:27 am 0 comments

As part of Beyond the Arc’s ongoing analysis of the Consumer Financial Protection Bureau (CFPB) customer complaint database, we’ve recapped 2013 in an upcoming report. Last year saw many leading financial institutions learn costly lessons from the CFPB, and there may be more ahead as the agency closely monitors an increasing array of key product […]

Capturing social intelligence to increase marketing ROI

by January 10, 2014 at 3:44 pm 0 comments

Co-author: Corrine Evanoff

Social media isn’t just a tool for engaging with customers and building your brand, it can be a powerful resource to generate actionable insights. Providing a wealth of uncensored feedback about your company and your competitors, social data can help you better understand how to deliver the customer experience, products, and […]

Big Data analytics: Key insights for 2013 and what’s ahead for 2014

by January 6, 2014 at 1:34 pm 1 comment

In a recent interview with CIO Review magazine, Beyond the Arc CEO, Steven Ramirez shared his insights on the evolution of Big Data analytics in 2013, and what we can expect in 2014. 

What was the impact of Big Data in 2013? We think the most fascinating developments in Big Data have been with unstructured data. Based […]

What you can learn from analyzing social media

by November 4, 2013 at 1:03 pm 0 comments

In the last 10 years, social media has become a vast source of direct consumer comments where people can freely share their opinions on products, services, and brands. This freedom to talk about any aspect of the customer experience makes social media …