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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Marginal Gains: How Ignoring the Little Things May be Keeping Your Contact Center from Being World Class

Marginal Gains: How Ignoring the Little Things May be Keeping Your Contact Center from Being World Class

Anyone that followed the Olympic Games this year surely noticed the medal results posted by Great Britain – 67 total medals (27 gold, 23 silver and 17 bronze) – an impressive haul for a country with a population roughly equal to Texas and California combined. Most notable, perhaps, was the medal count posted by their track cycling teams who captured 11 medals.…

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Advanced QlikView Security Permissions

Advanced QlikView Security Permissions

When developing dashboards that display sensitive information, there are often a variety of security requirements that must be considered during design and development. These requirements depend on the number and types of users and the structure of the business. Very commonly, some users should have access to only a subset of data while others should be able to view all of the data. …

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What is the Water Utility of the Future?

What is the Water Utility of the Future?

By Jack Winter, Peter Mulvaney and Liston Jackson Transitioning from Risk Averse to Innovative The water utility industry has historically focused its strategy around delivering the required service to customers from a regulatory compliance standpoint. This has traditionally translated into a risk averse mentality which has, in turn, led to slow adoption of new technologies and processes.…

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