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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Decrease Customer Effort to Improve Member Acquisition in the Dental Insurance Industry

Ever felt that you were putting too much effort into figuring out how to complete a task on a company’s public website? Well – you are not alone! West Monroe Partners recently conducted Customer Effort Index (CEI) scoring for the dental insurance industry. This CEI scoring benchmark allows companies to see how much effort is required to complete certain tasks through various touchpoints...

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With the First Pick of the NFL Draft… Irrational Economic Behavior

Earlier this month the NFL held their 2015 Draft in Grant Park, Chicago, about one mile from our West Monroe headquarters. With the first pick, the Tampa Bay Buccaneers selected quarterback and 2013 Heisman Trophy winner Jameis Winston. Immediately thereafter, 2014 Heisman Trophy winner Marcus Mariota was drafted as the second pick to the Tennessee Titans.…

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Chicago, IL 60606
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