Navigating Customer Experience Metrics

Navigating Customer Experience Metrics

One of the first things any company new to customer experience should ask is, “How can we measure customer experience?” Firms often have internal proxies for measuring customer experience such as operational metrics (e.g. call handling time, first call resolution, on-time delivery) or financial metrics (e.g. loyalty, customer lifetime value, wallet share).…

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Evolve Customer Experience from “Break Fix” to “Breakthrough”

Evolve Customer Experience from “Break Fix” to “Breakthrough”

As customer experience leaders, we live in remarkable times. Firms like Dyson, Apple, LocalMotors are turning often incredibly dull and commodity items into works of admiration that customers love to use…and for which they are willing to pay premiums. Others like Uber, AirBnB and Dollar Shave Club are reinventing industries with entirely new business, operational and technology models.…

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Five Ways To Improve the Customer Experience in the Field

Five Ways To Improve the Customer Experience in the Field

When customers have great experiences with companies, they buy more, they tell others and are less likely to leave. Forrester research (The Revenue Impact of Customer Experience) and dozens of others have calculated that those positive feelings can amount to hundreds of millions and even billions in additional revenue. If you’ve looked at reviews of companies or asked friends for suggestions...

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Utilizing a 4-Step Approach to Developing Your Utilities’ Voice of the Customer Program

Utilizing a 4-Step Approach to Developing Your Utilities’ Voice of the Customer Program

In a previous Energy & Utilities newsletter article, we discussed how utilities could utilize Voice of the Customer (VoC) Programs to listen to their customers and take action by altering business decisions based on customer feedback.  Organizations often believe that they have a strong VoC program simply because they collect customer feedback, but they are only scratching the surface.…

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Rise of the Customer Experience (CX) Professional

The most poignant part for me of last night’s Southern California CX Day that West Monroe hosted in its Los Angeles office was the 12 or so design students from Pasadena’s prestigious Art Center College of Design who attended. As I talked with one recent graduate — who received both an MBA from Claremont’s Drucker School of Management as well as an MS in Design from the Art Center as part of...

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Next Generation: Voice of the Customer

Firms have an unprecedented ability to listen to and understand changing customer needs. Advanced technologies turn unstructured social media posts or contact center transcripts into meaningful and actionable insights. Predictive analytics hone the noise of billions of interactions into signals that can help firms avoid scaling costly mistakes and tap into emerging opportunities.…

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Utilities Must Make the Customer Experience Pivot

A couple years ago I facilitated a day-long “chief customer officer” summit for about 25 senior utility leaders. Dozens of utilities have chief customer officers and many more are doing the learning and work needed to compete in today’s dynamic, digitally disrupted, customer-empowered world that is upending many industries. Why are some utilities embracing the customer experience pivot?…

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Four Customer Experience Themes from CXPA’s Insight Exchange 2015

I just returned from the annual Customer Experience Professionals Association Insight Exchange meeting. CXPA is a nonprofit association that supports the growing number of professionals tasked with designing better customer experiences.  The event attracted close to 300 individuals, including a respectable number of executive level customer experience leaders ranging from newly appointed to...

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Make Customer and Partner Experience a Cornerstone of Mergers & Acquisitions

Many mergers fail to achieve their revenue synergy goals and original investment thesis. Why? The most important part of a merger is frequently just an afterthought: the customer and partner experience. For customers and partners, there are many reasons to consider leaving: disruption, possible loss of services or lower service levels, costs to change, strong competitive forces, and an...

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Chicago, IL 60606
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