Top 5 Apps for Consultants

Top 5 Apps for Consultants

How many apps do you have on your phone? How many of them do you consistently use? As someone who is constantly running out of phone storage (yes, I’m upgrading to more storage soon) I have a limited number of installed apps. As of June 2016, there are more than two million apps available for both iPhone and Android users; many of them geared towards increasing productivity.…

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CX from the Classroom: What My Favorite College Professors Taught Me About Customer Experience

CX from the Classroom: What My Favorite College Professors Taught Me About Customer Experience

Coming straight from college into consulting, I’ve learned a lot in my first few months on the job. But recently I realized how my time spent in the classroom translates directly to what I’m learning about excellent customer experience. 1. Stay Receptive Professor Saxena – Management Science Management Science coursework revolves around creating and solving with strong links to economics...

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Customer Relationship: How to create value in a world of decentralized energy

Customer Relationship: How to create value in a world of decentralized energy

Paradigm Shift within the Energy Industry Whether you believe electric utilities are destined to evolve into competitive service providers or distribution system operators, or whether they’ll continue to generate revenue from cost-of-service or performance-based ratemaking, one thing is certain, the industry they do business in will evolve more in the next 10 years than it has in the previous...

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Keeping consistent customer experience through operational excellence

Keeping consistent customer experience through operational excellence

Many organizations are making significant investments in Customer Experience and Voice of the Customer programs.  This makes a lot of sense, given the number of options consumers have for most products and services.  However, as much as some customers might be willing to chase a lower price or different feature set, most customers value a consistent experience. …

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Navigating the MarTech Jungle in the Credit Card Space

Navigating the MarTech Jungle in the Credit Card Space

This is the second post in a series of blogs looking at how credit card issuers have the opportunity to transform marketing to become truly personalized. In the first blog, we discussed the need for personalized marketing and the constraints that up until now made achieving it difficult. In this second blog, we explore the Marketing Technology (MarTech) landscape and provide guidance on the...

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How Can a Simple Customer Request Turn Into a Nightmare?

How Can a Simple Customer Request Turn Into a Nightmare?

I truly enjoy sharing positive customer experiences, but occasionally I just have to vent about an atrocious experience. I know all of you have a few “I can’t believe this is really happening to me” moments that you share with friends and colleagues over coffee or cocktails. The story I am sharing today wins my prize for the worst experience I’ve had in over three years.…

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Breaking Down and Generating Accurate Customer Service Time

Breaking Down and Generating Accurate Customer Service Time

With increasing competition from online retailers and delivery services, many brick and mortar retailers are facing challenges growing the physical and store portion of their business. Their challenges include: Limited merchandise Convenience of having product delivered Lower prices available online In order to maximize value from stores, retailers need to focus on customer service.…

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Design Advice from Da Vinci: ‘Simplicity is the Ultimate Form of Sophistication’

Design Advice from Da Vinci: ‘Simplicity is the Ultimate Form of Sophistication’

The word “minimalism” has been applied to a variety of contexts throughout history. To define the concept broadly, “Minimalism derives its name from the minimum of operating means … the subject being … itself.” *In the 1960s, artists in New York adopted minimalism as a guiding principle, sparking an entire movement around non-referential, objective artwork.…

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Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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