Gavin James

Fintech and Payments: 3 ways to stand out in a crowd

Fintechs, financial institutions, and tech giants like Apple, Google, Facebook, and Verizon are in fierce competition to capture spend with engaging, frictionless payment experiences. Many fintech firms zero in on solving specific pain points, which can help them stand out. But the payments space...

Turn wealth management communications into high value assets

Wealth management is about relationships. It’s about the trust and confidence clients look for in financial advisors – and that can be impacted by the firm’s communications. Are your client communications an asset or a liability? Consider how your team currently communicates with clients. Are…

Can you teach empathy at work? Yes, and here’s how

Now more than ever, empathy should be a core mindset in all your customer communications and interactions. But what if your people don’t seem ‘wired’ for it?  Can empathy be taught in the workplace? Yes. But it takes a focused effort tailored to specific employees...

Wealth Management for Millennials – Communication strategies to attract & retain digital natives

Hot competition in wealth management for millennials and Gen-Z is putting the pressure on wealth firms and financial advisors. Younger generations may inherit more than $65 trillion over the next two decades,1 and up to 80% of them may switch from their parents’ advisor.2...

2021 Predictions: The road ahead for customer experience

The roller coaster ride of 2020 dramatically changed how we think about engaging and connecting. Businesses have had to rapidly adapt with new models, employees have adjusted to new ways of working and collaborating, and consumers have become more deeply entrenched in all things...

Strategies to attract and retain affluent customers

Competition for high net worth clients has never been more fierce among financial advisors. For banks, this affluent segment represents a small percentage of their customer base, but it's responsible for about 80% of the profits. The big players have a big incentive to...

Mastering the 3 C’s of Customer Experience

Customer experience (CX) is definitely a thing. And yet it’s not – it is many things. When your business focuses on CX, there are many directions to look, and a wide range of approaches you can take to create value. So how can you build...

Empathy as a Superpower: 4 Steps to getting it right

The pandemic has transformed the age of the customer into the age of empathy. For many businesses, infusing that level of emotional connection into their communications is new territory. But it is fast becoming a business imperative as a way of engaging customers...

3 ways to motivate customers to read your communications

Connecting with your customers is more important than ever right now. You may be working hard to craft email updates and other key messages. But if your language and tone don’t resonate with your customers’ needs and concerns, all your hard work may be...

5 Success strategies for working from home

Suddenly working from home? In these unsettling times, you may have to adapt quickly to work changes. So how do you stay focused and productive?   Take it from our Beyond the Arc team, some of whom have worked from home for years. Here...

3 Top trends impacting customer experience in 2020

2020 — for many of us, it sounds like science fiction. Yet the future is Now. Is your business ready for the new demands and opportunities that are reshaping customer experience? That’s what we keep an eye on. And each new year, our Beyond the...

3 top ways to communicate better with customers

Source: Pexels.com   The age of customer experience is entering a new dimension: Emotion is the new Brand. Creating emotional connections across the entire customer journey is more critical than ever – especially for written communications. Yet many companies struggle with bridging that gap. Here…

Good, bad, or indifferent: Influencing emotion in customer experience

Source: Pexels.com   “We’ve got to make things easier and more effective for customers,” said nearly every customer experience (CX) manager, everywhere, for the past decade. Indeed, that’s a great strategy to better meet customers’ practical needs. But that’s no longer enough. To really move…

5 Tips to increase emotional appeal in your customer experience

Source: Pixabay   There’s a strange paradox that occurs in the business world: at some point, people forget what it’s like to BE a customer. We’ve all done it – gotten so wrapped up in the daily grind of meetings, budgets, and deliverables that we…

CX in 2019: Top customer experience trends to keep on your radar

Source: Pixabay What will you do differently this year to increase customer satisfaction and attract new business? Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar…

Tech in 2019: Top digital trends for tomorrow’s customer experience

Source: Pixabay Customer experience is entering a new age, as intelligent technologies are rapidly expanding what’s possible. Is your company poised to take advantage of new tech opportunities to grow the business? At Beyond the Arc, our team is always tracking what’s next for customer...

Employee engagement – 3 essentials to build a passionate brand culture

Retention and loyalty aren’t just customer experience challenges – they’re key concerns about employees as well. Like with customers, it’s more expensive to attract new talent than it is to keep existing employees engaged. And it’s not enough just to get people to stay....

Top reasons why people ignore your customer communications

Your writing team slaves over your customer communications. It’s too bad nobody’s reading them. Sounds harsh, but it may be more true than you think. Despite hours, days, weeks of carefully crafting content, if your language and tone don’t resonate with your customers, all...

Culture Transformation: 4 Ways to Empower Employees to Deliver Delight

Are you trying to inspire a customer-centric shift with internal teams, and find yourself tapping the mike saying, “Is this thing on?” It’s not enough to just announce to employees, “hey we have a new value proposition” or tell them to download your brand standards...

Transforming Negative Customer Experience into Loyalty Moments

When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. And in the age of social media, it’s a good bet they’ll vent those feelings publicly and create a ripple effect you want to...

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