Flip the script: mine social media for complaints, and improve customer experience
 

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While organizations have historically used customer feedback to make business decisions, the location and depth of customer data has drastically shifted in recent years. As social media adoption ...

While organizations have historically used customer feedback to make business decisions, the location and depth of customer data has drastically shifted in recent years. As social media adoption continues to increase, consumers are turning to outlets, such as Facebook, Twitter, forums, and blogs, to share positive and negative experiences about brands. Given the high level of transparency social media offers, the risk to a company’s reputation is heightened. How can businesses not only identify and resolve customer pain points, but prevent them altogether? Text analytics is the key.

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Flip the script: mine social media for complaints, and improve customer experience Presentation Transcript

  • 1. Beyond the Arc, Inc. © 2014 Beyond the Arc, Inc. Customer Experience & Strategic Communications March 2014 Flip the Script: Leveraging Social Media Complaints to Improve Customer Experience with Text Analytics Text Analytics World 2014
  • 2. Beyond the Arc, Inc. …use data to assess your competitors’ strengths and weaknesses? …detect and address regulatory risks before they result in costly fines? …identify key customer pain points to improve the customer experience and drive retention? How well does your company perform in these areas? Imagine if you could… 2
  • 3. Beyond the Arc, Inc. Highlights and credentials • Recognized by Forrester Research among 15 top firms in Customer Experience Consulting • Featured speaker on VOC best practices, Text Analytics World 2013 • Social media panelist, BAI Retail Delivery Annual Conference 2012 • Recognized by Chartwell as a CX thought leader for the utility industry • Faculty Fellow, Pacific Coast Banking School, August 2012 • Featured speaker on social media data mining, American Bankers Association 2011 Recent press • BusinessWeek, April 2013 • Loyalty Magazine, Summer 2012 • Destination CRM, May 2012 • American Banker/Bank Technology News, Jan 2012 • BAI – Retail Banking Strategies, Jan 2012 • ABA Banking Journal, Jan 2012 • CUES, Credit Union Management, Jan 2012 • Social Business Today, Customer Experience Management @ TMC.net, and numerous blogs and online publications AnalyticsStrategy Insights Action 3 A little about us
  • 4. Beyond the Arc, Inc. Here’s today’s agenda • Big Data in the context of customer intelligence • Creating customer insights: case studies • Summary and key takeaways 4
  • 5. Beyond the Arc, Inc. • Regulatory reform is reshaping how you interact with your customer • Consumer trust is largely a thing of the past • Disruptive innovators, both established players and start- ups, covet your relationship with your customers Winners will need to be agile and increasingly customer-centered Nothing you don’t already know…your industry is facing challenges 5
  • 6. Beyond the Arc, Inc. Inefficient Access 1 in 2 don’t have access to the information across their organization needed to do their jobs Lack of Insight 1 in 3 managers frequently make critical decisions without the information they need Inability to Predict 3 in 4 business leaders say more predictive information would drive better decisions Variety of Information Volume of Digital Data Velocity of Decision Making Source: IBM Institute for Business Value Organizations are operating with blind spots 6
  • 7. Beyond the Arc, Inc. Collect Define Report Analyze Improve 1. Define your objectives 2. Collect data sources and listen 3. Analyze, translating to business processes 4. Report on the findings 5. Improve based on insights revealed 7 Context is key to generating actionable insights
  • 8. Beyond the Arc, Inc. The business case for customer experience transformation • The shareholder value connection to customer experience is within reach, given that the value of a company is ultimately based on the amount of money customers are willing to spend with it. --Peppers & Rogers Group 2012 • Customer experience leaders have more than a 16% advantage over laggards in consumers' willingness to buy more, their reluctance to switch business away, and their likelihood to recommend --Tempkin Group 8
  • 9. Beyond the Arc, Inc. Success stems from understanding your customers • “Your most unhappy customers are your greatest source of learning.” ◦ Bill Gates • “We aren’t in the coffee business serving people. We are in the people business serving coffee.” ◦ Howard Schultz, Starbucks • “To understand the man, you must first walk a mile in his moccasin.” ◦ North American Indian proverb • “This may seem simple, but you need to give customers what they want, not what you think they want.” ◦ John Ilhan (Australian entrepreneur) 9 9
  • 10. Beyond the Arc, Inc. Sometimes we just don’t feel our customers’ pain 10
  • 11. Beyond the Arc, Inc. Internal Data from across the enterprise o Customer feedback o Frontline notes o Transactional data o Behavioral data Social Social media about you and your competitors o Twitter o Facebook o Blogs Regulatory Customer complaints o Federal o State o CFPB 11 Predicting customer issues requires a palette of data sources and analytical approaches
  • 12. Beyond the Arc, Inc. Inbound calls to customer service Customer service email Blog posts Letters to Federal/State regulators Client verbatims Survey responses Employee surveys Codified customer service data Free form comments Customer comments from advisors Unsolicited Comments Solicited Comments Structured data Unstructured data Fewer still are leveraging open data… 12 Most VOC programs struggle to incorporate unstructured text, particularly in high volumes
  • 13. Beyond the Arc, Inc. © 2013 Forrester Research, Inc. Reproduction Prohibited • Surveys, relational database, XML, flat file, “internet of things” • Data described by a schema Structured text • Free-form text • Email, documents, tweets, blog comments, Facebook status, web forms Unstructured text • Audio, images, video • Camera feeds, location data and maps, NoSQL/Hadoop Hybrid 13 Examples Big Data is about using all of your data
  • 14. Beyond the Arc, Inc. And employing methods that help you to integrate it Big Data Online/ Web Social media Operations Transactions Sensor data
  • 15. Beyond the Arc, Inc. Consumers are key in creating Big Data • Over 34k likes are processed on Facebook each minute • Over 27k new posts are captured on Tumblr each minute • 48 hours of video is uploaded to YouTube every minute
  • 16. Beyond the Arc, Inc. Customer perspective • Customer surveys • Online feedback forms • Customer email • Transaction & POS data Frontline inputs • Feedback from customer-facing teams • Agent and customer service reps operating metrics • Supervisors Escalation queues • Internal escalations • Team feedback Do we have a customer focus? Viewing the entire relationship? Have we captured channel insights? 16 Look for data related to the customer journey, across multiple channels and touchpoints
  • 17. Beyond the Arc, Inc. Sense and respond Instinct and intuition Automated Skilled analytics experts Back office Traditional Approach Predict and act Real-time, fact-driven Optimized Everyone Point of impact New Approach Lack of Insight Inability to Predict Inefficient Access Variety Volume Velocity 17 Analytics enable new approaches
  • 18. Beyond the Arc, Inc. Here’s today’s agenda • Big Data in the context of customer intelligence • Creating customer insights: case studies • Summary and key takeaways 18
  • 19. Beyond the Arc, Inc. Case study: gaining insights from open data • Bank accounts • Bank services • Credit cards • Credit reporting • Money transfers • Mortgages • Student loans • Vehicle or consumer loans CFPB has grown to include many products and services 19
  • 20. Beyond the Arc, Inc. A wide range of financial institutions now fall within its purview • Large banks and their affiliates • Credit unions (above $10 billion) • Nonbanks • Residential mortgage companies • Payday lenders • Private education lenders • Credit reporting agencies 20
  • 21. Beyond the Arc, Inc. Financial institutions have paid hefty fines Institution Payment Date Reason Capital One $210 million July 18, 2012 Deceptive marketing practices Discover $214 million Sept. 24, 2012 Deceptive marketing practices American Express $112.5 million Oct. 1 2012 Illegal credit card practices JP Morgan Chase $389 million Sept. 19, 2013 Unfair billing practices Ocwen $2.1 billion Dec. 19, 2013 Mortgage servicing abuses 21
  • 22. Beyond the Arc, Inc. Research shows the upside Total revenue potential Churn reduced Additional purchases Word of mouth Temkin $246M $91.8M $82.3M $72M Forrester $307M $83M $213M $12M • Incremental purchases from existing customers in the same year. • Revenue saved by lower churn. • New sales driven by word of mouth. Increase in revenues for card issuers driven by improved experience 22
  • 23. Beyond the Arc, Inc. How does this affect banks, credit unions and other financial institutions? • Financial institutions are now subject to more stringent regulatory requirements ◦ Regulatory creep • Consumers now have multiple avenues to voice complaints • Companies need solid complaints management process to avoid costly regulatory exposure • What if we could identify and address complaints before they become complaints, or even worse, regulatory issues? 23
  • 24. Beyond the Arc, Inc. Introduction to the CFPB Database • In 2011, the CFPB made its database of consumer credit card complaints available to the public • It was made public “to improve the transparency and efficiency of this essential consumer market” (CFPB) • The CFPB database contains: ◦ Almost 200,000 complaints ◦ Over 1,200 different companies • http://www.consumerfinance.gov/complaintdatabase/ 24
  • 25. Beyond the Arc, Inc. Several key variables in the database can help add depth to analysis • Company • Issue • Submitted via • Date received • Zip code • Company response • Timely response? • Consumer disputed? 25
  • 26. Beyond the Arc, Inc. We’ve also completed an in-depth CFPB complaint analysis 26
  • 27. Beyond the Arc, Inc. • Capital One has the most complaints overall and the most when scaled by cards in circulation 0 20 40 60 80 100 120 140 160 Capital One Citibank GE Capital Retail Wells Fargo Bank of America Amex USAA Savings JPMorgan Chase U.S. Bancorp Discover Complaints scaled by million cards in circulation Source: CFPB, Beyond the Arc, Nilson report 27 The database contains complaints about 93 different credit card companies
  • 28. Beyond the Arc, Inc. • 24,850 credit card complaints through 8/20/13 • Credit cards are the second most prevalent product behind mortgage, accounting for 19% of all complaint volume 0 200 400 600 800 1000 1200 1400 1600 1800 CFPB credit card complaints by month CFPB makes credit card complaint database public CFPB makes headlines by fining Discover and Amex CFPB releases complaint data on other products CFPB fines Capital One Source: CFPB, Beyond the Arc Credit card complaint levels have mirrored public awareness of the CFPB’s database 28
  • 29. Beyond the Arc, Inc. 0 2 4 6 8 10 12 January February March April May June July August September October November December The 3 companies fined by the CFPB (in complaints per million cards) Amex Capital One Discover Sources: Nilson report 2012, CFPB, Beyond the Arc Capital One and Amex experienced peaks in complaints around the time of their fines Paid $210M on 7/18 Paid $113M on 10/1 Paid $214M on 9/24 January 2012 – December 2012 29
  • 30. Beyond the Arc, Inc. 0 500 1000 1500 2000 2500 Billing disputes Interest rate Credit reporting Closing account Identity theft Other Collection practices Late fee Collection dispute Debt protection Top 10 issues (total complaints) Sources: Nilson report 2012, CFPB, Beyond the Arc 1. COF 2. C 1. JPM 2. COF 1. COF 2. BAC 1. COF 2. BAC 1. COF 2. JPM 1. COF 2. C 1. COF 2. C 1. COF 2. C 1. COF 2. C 1. COF 2. C 2. BAC Ticker for top 2 banks with this issue BAC = Bank of America COF = Capital One Financial C = Citibank JPM = JPMorgan Chase January 2012 – December 2012 Top 10 issues based on total database complaints 30
  • 31. Beyond the Arc, Inc. 0 2 4 6 8 10 12 14 16 18 20 January February March April May June July August September October November December Top 5 issues as a percent of total complaints Billing disputes Interest rate Credit reporting Closing account Identity theft Sources: Nilson report 2012, CFPB, Beyond the Arc Top 5 issue trends for 2012 January 2012 – December 2012 Total number of complaints each month 31
  • 32. Beyond the Arc, Inc. The CFPB is likely most interested in complaints that are closed with monetary relief • These types of complaints are important because: • The company has acknowledged responsibility, and • Owes the customer financial restitution 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Closed with explanation Closed with monetary relief Closed without relief Closed with relief Closed with non- monetary relief Closed Untimely response In progress Company responses as a percent of total Source: CFPB, Beyond the Arc 32
  • 33. Beyond the Arc, Inc. Billing disputes are the most prevalent issue with monetary relief, but APR issues require attention • The CFPB is likely paying attention to billing disputes since they account for the highest level of monetary relief Source: CFPB, Beyond the Arc 0% 5% 10% 15% 20% 25% 30% Billing disputes APR or interest rate Late fee Identity theft / Fraud / Embezzlement Other fee Top 5 issues that result in monetary relief 33
  • 34. Beyond the Arc, Inc. Beyond the Arc collects social media and financial services data for analysis • Our Social Customer Insights service: ◦ Contains over 350 million social media posts from – Twitter – Facebook – Industry blogs and forums ◦ Related to the top 100 banks and credit unions ◦ Over the past 24 months ◦ About 1,000,000 posts a day 34
  • 35. Beyond the Arc, Inc. 0 10 20 30 40 50 60 January February March April May June July August September October November December Citibank - top 5 issues (number of complaints) Billing disputes Interest rate Credit reporting Closing account Collection practices Sources: Nilson report 2012, CFPB, Beyond the Arc We identified a correlation between Citibank APR complaints and social media feedback January 2012 – December 2012 35
  • 36. Beyond the Arc, Inc. 0 5 10 15 20 25 30 35 40 January February March April May June July August September October November December Citibank - Interest rate (number of complaints) Interest rate Sources: Nilson report 2012, CFPB, Beyond the Arc Citibank APR complaints peaked in June January 2012 – December 2012 36
  • 37. Beyond the Arc, Inc. 0% 2% 4% 6% 8% 10% 12% 14% 0% 5% 10% 15% 20% 25% 30% 35% 40% January February March April May June July August September October November December Social Media and CFPB comparison (percent of total) Social media CFPB Sources: Nilson report 2012, CFPB, Beyond the Arc Social media comments about Citibank APR show a sharp spike in May January 2012 – December 2012 SocialMedia CFPB 37
  • 38. Beyond the Arc, Inc. • How's this for cynical capitalism. Rang up Citibank to pay-off and close my credit card. The lovely lady in the Phillipines asked me why and I said: your interest rate is far too High (21%) and she said Well I'm now willing to lower your rate because you are such a valuable customer .....Well if that's the case, why didn't you drop it earlier?‘ • Now that I am close to paying off almost all of my credit card debt, it feels so good to tell these credit card companies they have to drop my interest rate to something competitive… Citibank can kiss my a$$ with their terrible outsourced customer service. Citibank APR sample comments 38
  • 39. Beyond the Arc, Inc. Capital One and Discover have greater proportion of complaints about add-on products • Together, the two companies were fined over $400 million • Capital One and Discover account for a disproportionate number of complaints resolved with monetary relief for these products 0% 5% 10% 15% 20% 25% 30% 35% Capital One Citibank Bank of America JPMorgan Chase GE Capital Retail Amex Discover Wells Fargo Barclays U.S. Bancorp Percent of all complaints versus percent of marketing and add-on complaints resulting in monetary relief % of all complaints % of marketing and card protection services complaints resulting in monetary relief Capital One was fined $210 million on 7/18/12 Discover was fined $214 million on 9/26/12 Source: CFPB, Beyond the Arc 39
  • 40. Beyond the Arc, Inc. The largest publicly traded savings bank headquartered in the midwest, the 9th largest mortgage lender and a national leader in the wholesale mortgage business. Making headlines 40 Case Study – Flagstar Bank
  • 41. Beyond the Arc, Inc. Sources: Beyond the Arc, CFPB, www.ffiec.gov/ 41 When adjusted for volume, Flagstar leads all banks in the number of mortgage complaints
  • 42. Beyond the Arc, Inc. • Flagstar received only 2 out of 5 stars on mybanktracker.com • Many negative customer comments referenced mortgages: ◦ What a horrible experience it has been to buy my first house thank you Flag Star for that. They will do anything to benefit themselves and make your life miserable. So many things that I find hard to believe are even legal. ◦ We have had nothing but problems from this our Flagstar mortgage. I don't have the characters to explain all of our complaints, but I can't even imagine half of what they've done is even legal. ◦ If anyone suggests to use Flagstar as your mortgage company - run as fast as you can. They are a nightmare! 42 Analysis of social media reflects a negative customer experience
  • 43. Beyond the Arc, Inc. … by monitoring social media, the CFPB database and other publicly available data, Flagstar can address gaps in customer experience. Otherwise, Flagstar risks further damage to their brand and ability to attract new customers, legal penalties and tighter regulatory oversight. It has paid: – $105M to Assured Guaranty to “settle allegations it misrepresented the quality of loans backing securities” – $110M to MBIA Insurance Corporation for “lying about the quality of loans backing $1.1 billion in securities” 43 Flagstar has an opportunity to repair their customer experience
  • 44. Beyond the Arc, Inc. ◦ Identify customer pain points to improve the customer experience and drive retention ◦ Detect regulatory risks and address them before punitive action is taken by customers and regulatory agencies 44 Key learnings: Flagstar
  • 45. Beyond the Arc, Inc. Many companies have voiced their concern about the CFPB and the complaint database Concerns about the database: • Complaints are not verified for accuracy • Not representative of the population as whole • Cannot determine if complaints are related to dissatisfaction or misunderstanding terms of service • However, analysis of issues in the CFPB can help you determine where the customer experience is falling short 45
  • 46. Beyond the Arc, Inc. Companies are responding more quickly 46
  • 47. Beyond the Arc, Inc. Consumers are disputing fewer responses 47
  • 48. Beyond the Arc, Inc. What is VOC? An effective Voice of the Customer program uses text analytics to turn your unstructured data into structured data… so you can quantify what your customers are talking about for analysis and take action 48
  • 49. Beyond the Arc, Inc. Analyzing customer data is important, but linking insights to business processes generates ROI Companies with advanced VOC strategies Companies with early stage VOC strategies The aim … is to know and understand the customer so well the product or service fits him and sells itself. Peter Drucker 49
  • 50. Beyond the Arc, Inc. Voice of the Customer analysis is the key to preventing feedback from escalating • Voice of the Customer (VOC) analysis allows you to: ◦ Identify customer pain points to improve the customer experience and drive retention ◦ Detect regulatory risks and address them before the CFPB takes punitive action ◦ Tie VOC feedback to transactions, complaints, and other data sources, with Big Data and analytics 50
  • 51. Beyond the Arc, Inc. Of the top 10 trafficked sites in 2005 only 1 was “social” 1 yahoo.com 2 msn.com 3 google.com 4 ebay.com 5 amazon.com 6 microsoft.com 7 myspace.com 8 google.co.uk 9 aol.com 10 go.com 1 google.com 2 facebook.com 3 yahoo.com 4 MSN/Bing 5 youtube.com 6 microsoft.com 7 aol.com 8 amazon.com 9 wikipedia.org 10 ask.com network Source: Nielsen Top Sites in 2005 Top Sites in 2013 51
  • 52. Beyond the Arc, Inc. of bloggers talk about brands on their blog post brand or product reviews 70% 38% Source: eConsultancy People use social media to share product experiences 52
  • 53. Beyond the Arc, Inc. • If Bank of America doesn't fix their Mint.com synch issue I am going to break out in hives. And switch banks. @BofA_Help @mint . (Twitter) • @BofA_Help please get bofa working with mint.com again, i'd hate to have to switch to chase... . (Twitter) • @BofA_Help ... To me the biggest plus of BofA is the mint.com integration. If that goes, you become a place to deposit checks. #replaceable . (Twitter) • a Bank of America is considering capping debit card purchases at $50 or $100. Final reason to move my banking elsewhere. (Twitter) Consumers often share very specific complaints 53
  • 54. Beyond the Arc, Inc. A financial institution that has chosen not to use social media should still be prepared to address the potential for negative comments or complaints that may arise within the many social media platforms... FFIEC, January 22, 2013 54
  • 55. Beyond the Arc, Inc. “Google never forgets” – Not even at the Greater Alliance Credit Union in Hackensack, NJ “I've been a member of this Credit Union for over 12 years, but tomorrow I'll ..close my accounts. Would have done it earlier, but I had a loan with them.” “There's the hostile tone of voice over the phone from people who never tell you their name. There's also the belligerent attitude of most of the Hackensack folks and the sophomoric website that a high-schooler could have built.” Posted on Yelp on 1/14/2009 Photo: HOWARD McWILLIAM/UK Telegraph Found in Google search 11/4/2013 55
  • 56. Beyond the Arc, Inc. • Posts that incent usage drive the most engagement • Short, simple, requests that allow consumers to express and show-off drive engagement • Actions requested of small subsets of the fan page don’t drive overall engagement • When the ratio of likes/comments is below 1, engagement is high Analyzing fan page post by category helped measure relative engagement levels 56
  • 57. Beyond the Arc, Inc. We also analyzed customer sentiment by lifecycle stage within the Link, Like, Love app 57
  • 58. Beyond the Arc, Inc. • Lead generation • Engagement on your online properties • Engagement with brand content • Active user metrics • Conversions to buy products and services • Mentions in social media • Brand advocacy • Reach of your brands followers Top social media measurement 58
  • 59. Beyond the Arc, Inc. Here’s today’s agenda • Big Data in the context of customer intelligence • Creating customer insights: case studies • Summary and key takeaways 59
  • 60. Beyond the Arc, Inc. How do customer problems become complaints? 60 Customer experiences a problem Customer provides feedback Bank addresses problem Resolution Files complaint with CFPB Closes account(s) and / or Customers often try multiple time to resolve their problems Bank does not address problem
  • 61. Beyond the Arc, Inc. How can we identify and address these issues so they don’t escalate? 61 Customer experiences a problem Customer provides feedback Bank addresses problem Resolution Bank does not address problem Files complaint with CFPB Closes account(s) and /or Customers often try multiple time to resolve their problems
  • 62. Beyond the Arc, Inc. We need to focus on collecting, analyzing, and tracking customer feedback 62 Customer experiences a problem Customer provides feedback Bank addresses problem Resolution Bank does not address problem Files complaint with CFPB Closes account(s) and /or Customers often try multiple time to resolve their problems
  • 63. Beyond the Arc, Inc. • Determine key metrics ◦ # of CFPB credit card complaints ◦ # of untimely responses ◦ Volume of credit card related customer feedback ◦ Call volume to credit card customer service • Translate metrics into ROI ◦ i.e. Savings = (Reduction in call volume) * (average call time) * (employee hourly wage) • Develop predictive models for attrition that incorporate VOC and other data elelments Measuring your results is the key to a successful VOC program 63
  • 64. Beyond the Arc, Inc. Your workflow and processes will be critical to success 1. Stage data in a shared analysis workspace ◦ Infrastructure: server, databases, network ◦ Tools: SQL, text analysis, data mining, statistical ◦ Collaboration: shared resources, common approach 2. Collect metadata 3. Characterize the data ◦ SQL tools: “usability”, descriptive statistics 4. Preliminary assessment of text mining suitability 5. Go/No-go decision for each data source 64 Credit:noaa.gov 64
  • 65. Beyond the Arc, Inc. For data that makes the cut, you need a data acquisition and management plan 6. Data load ◦ Initial pull of data ◦ Analysis environment vs. production and reporting 7. Schedule periodic refresh 8. Automatic data exchange ◦ Data warehouse ◦ Sizing and IT resources 9. Data governance ◦ Who has access to data for analysis? ◦ Who can see output and reports? 65 Credit:bnl.gov 65
  • 66. Beyond the Arc, Inc. Our requirements for an analysis tool • “Data flexibility” ◦ Multitude of formats: enterprise data warehouses, Excel, MS SQL Server databases, flat files, XML, and more ◦ Extensive data preparation – Each source required special handling – “Create once, use forever” • Integrated text analytics • Statistical and linguistic models – Structured and unstructured data • Quick ramp-up time for new users – Not rocket science – Easy for us to train new users at the bank 66 Credit:nasa.gov 66
  • 67. Beyond the Arc, Inc. 1 6 8 2 3 4 5 7 1) Identify Product discussed in verbatim 2) Determine Detailed Category using linguistic concepts 3) Discern Broad Theme via linguistic concepts & statistical analysis 4) Assess if Merger-related 5) Refine Detailed Category with statistical analysis 6) Combine all findings using business rules 7) Reporting module fuels dashboards and reports 8) Deploy to Enterprise feedback portals Data Input Our modeling uses both linguistic techniques and statistical analyses to interpret and classify 67
  • 68. Beyond the Arc, Inc. What we liked in IBM SPSS text analytics – Out of the box library resources, and the ability to build more – Visual interface – Variety of exploratory tools – Ability to export as structured data, to use in predictive modeling Tools for categorization Explore links visually Read sample comments on the fly Review key concepts by volume and by type 68
  • 69. Beyond the Arc, Inc. Disclaimer and copyright ©2013, Beyond the Arc, Inc. All rights reserved This document provides our commentary and analysis. The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation. No warranty expressed or implied. The information provided in this presentation is not intended nor should be used as a substitute for legal advice or other expert opinions and services in specific situations. This material may not be distributed. Other company, product, and service names may be trademarks or service marks of others. 69
  • 70. Beyond the Arc, Inc. Thank you Steven J. Ramirez, CEO Beyond the Arc, Inc. Office 1.877.676.3743 Email sramirez@beyondthearc.com Digital beyondthearc.com @beyondthearc Facebook.com/beyondthearc Slideshare.net/beyondthearc 70