Why I Decided to Find a New Doctor

Why I Decided to Find a New Doctor

As I sat in my dermatologist’s office for the third time in a month, I couldn’t help but think about my dissatisfaction at being there. Was it the long wait time? The boring, sterile waiting room? Or was it the unfriendly staff who clearly couldn’t care less about me? There had to be some research that explained my frustration, especially as I realized I needed to search for a new doctor’s...

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Why Good Customer Service Is Not Good Enough—Even in B2B

Why Good Customer Service Is Not Good Enough—Even in B2B

Having good customer service is not good enough in today’s service industry. As technology rapidly evolves, so do clients’ expectations for a premium customer experience—and their expectations are being set by B2C businesses. If a company refuses to acknowledge and invest in a better customer experience, then its clients will migrate to competitors—perhaps even if the competitors’...

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Fun with the Force.com Migration Tool

Fun with the Force.com Migration Tool

If you haven’t used the Force.com migration tool to move metadata from one org to another you are missing out. While there are several ways to move metadata between orgs the Force.com migration tool is powerful and a great addition to your Salesforce toolbelt. There are tons of resources to get you going.…

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The Layman’s Guide to Bitcoin, Alt-Coins, and Blockchain, and What it Means for the Digital Customer Experience

The Layman’s Guide to Bitcoin, Alt-Coins, and Blockchain, and What it Means for the Digital Customer Experience

Bitcoin – we’ve heard so much of the term from news outlets, various blogs, and social media regarding how great (and risk-fraught) of an investment vehicle it’s become. From humble beginnings as a simple depiction of a virtual currency with the usage characteristics of real cash and the potential to become the de facto currency for worldwide transactions, to a storage of wealth that’s grown...

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Two Sides to Every Storm: Hurricane Irma and Providing or Depriving a Positive Customer Experience

Two Sides to Every Storm: Hurricane Irma and Providing or Depriving a Positive Customer Experience

Hurricane Irma made its second U.S. landfall on Marco Island, FL early Saturday afternoon. As one of the strongest hurricanes ever recorded in the Atlantic Ocean, the impact of the category five storm has been extreme. Irma’s wrath damaged areas from Southwest Florida to South Carolina, created one of the largest mass evacuations in U.S.…

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The Most Challenging Job in Retail

The Most Challenging Job in Retail

Having spent a dozen years in various retail leadership positions, I can confidently say that front line leadership (overseeing one store or multiple stores) is the most complex job. Today’s managers face a myriad of challenges: improving customer experience while overseeing a growing number of employees, effectively managing labor costs and turnover, implementing new technologies across a...

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How to Pick the Best Rewards Credit Card for You

How to Pick the Best Rewards Credit Card for You

As a member of the West Monroe Payments Practice, I work with our clients to help them develop payments strategies, products, and partnerships.  As both a professional and a consumer, I am frequently asked about credit card rewards, features, usage best practices, technologies, and more.  Over a series of blog posts, I will examine several of these topics in more depth.…

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