Gavin James

Web Site: http://beyondthearc.com/blog


Leveraging Social Media Complaints to Improve Customer Experience

April 10, 2014
Leveraging Social Media Complaints to Improve Customer Experience

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...
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3 Key Strategies for Transforming Negative Sentiment into Positive Customer Experience

April 1, 2014
3 Key Strategies for Transforming Negative Sentiment into Positive Customer Experience

To compete effectively in the Age of the Customer —a 20-year business cycle in which consumers have unprecedented real-time access to information and social sharing— it’s time for a new playbook. By using effective strategies to identify sources of dissatisfaction early on, and communicating how and when it matters most, your company can turn...
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Leveraging regulatory data to improve customer experience

February 25, 2014

We’re in the “Age of the Customer” –which means increasing challenges to meet evolving consumer demands, resolve problems rapidly, and comply with a changing regulatory environment. Customer experience is more important than ever to compete effectively and win business.

In a recent article published by DataInformed, Beyond the Arc CEO Steven Ramirez highlighted how...
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Capturing social intelligence to increase marketing ROI

January 10, 2014

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,...
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Financial services: Mobile banking should top your strategic agenda in 2014

January 8, 2014

It’s a new year in the “Age of the Customer,” and the financial industry is seeing increasing consumer demand for digital banking experiences. With an eye on top retail banking trends for 2014, it’s a sure bet that mobile banking should be a key objective on your strategic agenda this year. Having anytime,...
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Top 5 ways to increase business value using unstructured data

December 15, 2013

Co-author: Corrine Evanoff

Looking for the key to your business future?  Data science is unlocking significant opportunitiesto gain value from volumes of unstructured customer data. What does that mean for industries such as financial services, technology, and healthcare?  Think about all that text-based feedback available from your customers’ social media comments, call center...
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Predictive analytics is the new business intelligence

December 10, 2013

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....
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Leveraging social media to turn loyal customers into brand influencers

November 9, 2013

In terms of brand influence, some of the greatest value in social media may come from your satisfied customers.

Everyone’s talking about social media as an increasingly powerful business tool –not only for marketing promotions but for improving customer experience


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Increasing retention with credit card customers using CFPB data analytics

March 18, 2013

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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Customer experience as a competitive advantage in home lending

March 14, 2013

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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