How Can a Simple Customer Request Turn Into a Nightmare?

How Can a Simple Customer Request Turn Into a Nightmare?

I truly enjoy sharing positive customer experiences, but occasionally I just have to vent about an atrocious experience. I know all of you have a few “I can’t believe this is really happening to me” moments that you share with friends and colleagues over coffee or cocktails. The story I am sharing today wins my prize for the worst experience I’ve had in over three years.…

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What Consulting Firms Can Learn From Roger Federer

What Consulting Firms Can Learn From Roger Federer

Roger Federer is one of the most adored and respected tennis players of all time. He is the most consistent player on any surface and holds the record for winning the most major tournaments. Here is what consulting firms can learn from “The Maestro”: ROGER FEDERER CONSULTING FIRMS Put Your Strengths to Work He has the most amazing backhand motion of any player I have seen.…

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How United Airlines Met My Five Necessities in Customer Experience

How United Airlines Met My Five Necessities in Customer Experience

A few years ago, I wrote an article titled ‘Identifying the five key things that matter to the customer regardless of industry’. Customers’ expectations have evolved significantly over the last decade as they have been exposed to different levels of service across a broad range of industries. When a customer’s needs aren’t met, these poor experiences are likely to be shared immediately over...

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Contact Center Transformation: From Strategy to Inception

West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago.  We demonstrated how you can transform your contact center from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. …

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Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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