In order to fulfill its business objectives, Beyond the Arc, Inc., a customer experience consulting firm, has chosen to expand its Social Customer Insights by exploiting the social analytics capabilities of Attensity (News - Alert), a provider of text analytics for Customer Experience Management (CEM).
Social media and online customer interactions highlight the importance that companies attach to ‘staying in touch’ with their customers, partners and all those with whom they deal. So much so that even leading brands recognize the urgent need to graduate and take advantage of these new modes of communication.
Beyond the Arc’s expansion is an offshoot of the success it achieved on the initial launch of Social Customer Insights in October 2011, which combined social media data mining, strategic marketing and Voice of the Customer strategy.
The new relationship is expected to create solutions for financial institutions using Attensity’s CEM applications.
Steven J. Ramirez, CEO of Beyond the Arc commenting on the benefits of the expansion said in a press release, “Financial institutions can now benefit from Attensity’s social analytics capabilities, as we develop specialized solutions on their platform to help clients drive increases in customer satisfaction and loyalty.”
With the help of Attensity’s CEM solutions, Beyond the Arc will be able to exclude irrelevant data, which it collects from a variety of social media platforms. This will make social media analytics less time consuming, more productive and more meaningful. As these CEM solutions are highly scalable, they can be applied across the entire enterprise.
According to Rebecca MacDonald (News - Alert), vice president of marketing at Attensity, the relationship with Beyond the Arc will provide value-added services to Attensity customers and enable them to get maximum value from Attensity’s products and services.
In related news, Attensity announced a new Hospitality Industry Solution that builds on the company’s flagship customer analytics and engagement applications with out-of-the-box category sets, topics, reports and dashboards tailored specifically for the hospitality industry.
The new solution is designed to enable unstructured customer conversations in social media, online review sites, surveys, e-mails and forums to improve the guest experience at their hotels.
Mini Swamy is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell