Measuring Customer Effort: Key Steps to Drive Customer Experience Success

In many customer-centric organizations, the customer service mantra has historically read: “The customer is always right.” Successful customer experience innovation requires understanding what your customers want and your business needs from the value exchange. This requires acknowledging that not all customers are created equal. The new manta for CX success needs to read: “The customer is...

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Why ‘Easy’ Matters – A ‘CX’ Series on Understanding the Impact of Customer Effort

West Monroe’s Customer Experience team has done a lot of work over the last few years to understand the bottom-line impact of customer effort. Client work across a broad range of industries – banks & credit unions, personal & commercial insurance, energy & utilities, and healthcare to name a few – has highlighted the importance of creating effortless experiences.…

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Why Easy Matters: Theme #3 – Online Banking Success Needs Accountable Vendor Partners

In my series of blog posts on Customer Effort Scoring, I wrote about how we recently executed a Customer Effort Score assessment, evaluating a group of West Coast based banks on their cross-channel customer experience. So far, I have written about the importance of Customer Experience governance and Integrating Branches with the Multichannel Experience.…

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“Why Easy Matters” Theme #2: Banks are delivering an easy in-branch experience, but struggle with cross-channel integration

In my earlier blog posts on Customer Effort Scoring, I wrote about how we recently executed a Customer Effort Score assessment, evaluating a group of West Coast based banks on their cross-channel customer experience. I also wrote about the importance of an organized approach to Customer Experience governance in creating a successful program.…

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CXPA Customer Experience Day Local Networking Event in Seattle Recap

Our Seattle  Customer Experience team had the fortune to help plan and host the Customer Experience Professionals Association’s (CXPA) Local Networking Event to celebrate CX Day on Oct. 1st. This was part of an international effort by the CXPA to elevate the visibility of the importance of Customer Experience. The local CXPA organizing group is lucky to have Karyn Furstman, VP of CX for...

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“Why Easy Matters” Theme #1: Internal Customer Experience Organization is a Key Success Factor

In my kick-off blog post in June, I wrote about how we recently executed a Customer Effort Score assessment, evaluating a selection of banks on their cross-channel customer experience.  In the coming weeks, I will be sharing with you key insights, themes and “aha!” moments that we learned from our research that are critical factors for companies looking to optimize their customer...

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Why “easy” matters: understanding the effort it takes to do business with your organization could be the key to improving your customer experience

How can you improve if you don’t know where you stand?  Nothing new here – we all know the customer landscape is changing. Gone are the days where every interaction was done in person, with a handshake and a smile. Now your website does the talking for you and mobile apps are closing the sale.…

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What Customer Experience can learn from Abraham Wald and Nate Silver

The recent election put complex data analysis in the mainstream view in a new way, but the role and importance of data in business decision making is nothing new. Customer Experience professionals can take some important lessons from the failures of accurate data analysis made by many pollsters and pundits. Customer Experience teams are often required to draw conclusions from incomplete or...

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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