Customer Experiences

Global eCommerce Strategy for Carpet Manufacturer


Challenge As the world’s largest manufacturer of modular carpeting, our client sought to take control of their eCommerce framework to achieve greater degrees of performance and efficiency. The company solicited MCG’s expertise to create a eCommerce strategy with supporting process management systems to optimize and align B2B and B2C eCommerce across the [...]

Customer 360 Development for Shipping Giant


Challenge One of the world’s largest transportation and logistics companies lacked a integrated information platform required to successfully implement a customer centric strategy. In order to implement such a strategy, the client had to overcome the following challenges: Increasing commoditization of the shipping industry Client needs to differentiate on customer service and [...]

Reducing Customer Churn for Telecom Provider


Challenge The client tasked MCG with increasing customer loyalty and reducing churn, which was eroding their profitability. ​ Solution​ MCG developed a predictive model to identify the residential customers most likely to churn and the product offerings customers were most likely to add or drop. The extended model incorporated both external census block [...]

Digital Customer Experience for Big Box Retail


Challenge A big box retailer wanted to enhance the digital experience it offered its consumer and professional customers, who increasingly used mobile devices to interact with the company. The key to achieving this goal was understanding the retailer’s customer experience “ecosystem”, the complex set of relationships among a company’s employees, partners, and [...]

Mining Transaction-Level Data


Challenge The client faced a significant competitive threat in the broadcast video market.  It was critical to understand which types of digital and analog video customers were most likely to switch their subscriptions to the competitor’s offering. The client needed to:​ assess the vulnerability and churn potential of its video service customers​ [...]

Healthcare System Revenue Cycle and Patient Management Unification


Challenges MCG’s client, one of the nation’s leading health care systems, providing high-quality, patient-centered medical care at 14 hospitals with over 2000 physicians. Was looking to create a patient-centric platform that allowed for information sharing and cooperation across the various practices within the system to optimize the overall patient experience. Solution Leveraging [...]

Portal Software Selection and Implementation


Challenge Midtown Consulting Group was engaged by the U.S. division of an international pharmaceutical company to select and implement a portal technology to support its U.S.-based sales operations. Their U.S. sales division needed to improve its ability to engage and communicate with its distributed sales force. The client also needed an efficient [...]

Supplier Community Enablement Program Development


Challenge One of the world’s largest electronic manufacturing services provider struggled to achieve visibility and receive accurate supply chain data within their 15,000+ global suppliers. Midtown Consulting was engaged to develop a supplier community-centric enablement program intended to make it easier for the suppliers to learn about, procure, and implement technologies that [...]