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).…

Read More

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.…

Read More

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...

Read More

Re-launched HealthCare.gov…not quite yet the ‘Big Easy’ for Customer Effort

The Patient Protection & Affordable Care Act’s (PPACA’s) enhancements to HealthCare.gov’s online marketplace went live on Monday, December 2 – after a bumpy initial launch on October 1.  The website is designed to allow consumers to shop for health insurance plans in their respective state, supporting the 36 states that opted not to develop their own state-level marketplaces.…

Read More

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.…

Read More
Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
Show Buttons
Share On Facebook
Share On Twitter
Share on LinkedIn
Hide Buttons