“Woodland Park Zoo’s desire to strengthen its interaction with the 18-25 market presented a unique opportunity to contribute our expertise in customer engagement and strategy in a way that also supports our corporate citizenship goals,” said Kyle Hutchins, West Monroe Partners’ director of the Customer Experience practice. “As an organization, we share Woodland Park Zoo’s commitment to sustainability and the environment and are pleased to be able to contribute time toward helping the zoo advance its accomplishments in this area.”
West Monroe Partners’ work included conducting cross-departmental workshops that applied principles of effective customer engagement—enabling zoo personnel to discuss and understand the 18-25 audience and define what it means to engage and interact effectively with this demographic. During these sessions, the zoo identified and planned multiple opportunities to “intercept” the Generation Y audience, as well as activities for connecting with this group in more focused conservation-related events and activities. West Monroe Partners also enhanced elements of Woodland Park Zoo’s technology platform to facilitate the zoo’s use of the Internet, social media, and other channels critical to reaching the 18-25 market.
“West Monroe Partners not only helped Woodland Park Zoo develop a strategy that complements our mission as an organization; it guided us through a very valuable collaborative process to develop that strategy which involved the participation and support of all key departments,” said Jamie Creola, the zoo’s vice president of education. “We now have the capabilities in place to pursue our goals for the 18-25 market through a variety of channels and activities.”
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