Jodie Monger

Customer feedback that makes you go “hmmm?”

During the customer experience measurement process, we asked customers to give an explanation as to why they scored an agent or the company the way they did. These open-ended comments provide true insight into the problem or pain the customer has experienced. ...

How to stop problem products from effecting your brand.

If you are in the business of consumer products, problems are bound to happen. When a problem with a product surfaces, the first call your customers make is to your call center for customer service. As you review the analysis of...

Managing the ever-demanding customer expectations.

As a mother, wife, business owner, board member and the wearer of many other hats, I am constantly managing expectations. If I do not set the proper expectations with all of the different people in my life, I will certainly disappoint someone somewhere....

Customer satisfaction can come in small packages.

Customer satisfaction, like your customers, comes in all shapes and sizes. Sometimes you must go to great lengths to satisfy your customers and other times it's the little things that make the experience a pleasant one. Capturing the voice of the customer...

Can your customers double as career counselors?

Customers will tell you when they are dissatisfied with their customer service experience and they will tell you when they are pleased. But did you ever think your customers could double as career counselors for your call center agents? Whether out of...

How long will you keep your customers waiting?

On average, Americans spend 45-62 minutes EVERY day waiting for something. To me, it seems like that's a low number when you think about waiting on a line, waiting for an elevator, waiting for a repair person, waiting to download something on a...

Your customer analytics say, it’s time to re-engage your agents.

The beauty of the Survey Calibration process is the opportunity to find Knuggets of wisdom that deliver true Business Intelligence from the Voice of the Customer. As numerous studies have revealed, unhappy agents = unhappy customers and in many cases, real-time post...

Are your call center scripts working for or against you?

There are many pros and cons to call center scripts. For many organizations, they are a necessary evil. One of the problems with call center scripts is, well, when your customers notice that your call center agent is reading from a script....

Stop inconveniencing your customers.

We consistently remind our business partners, the answer you seek is in the comments. When brand satisfaction levels are consistently low, there is a reason. The reason is expressed by your customers and you can hear it if you are listening. ...

All you need is love.

On a day that is synonymous with LOVE, everyone should be feeling the vibe. From your friends and family, to your customers and your call center agents, everyone should feel a little extra special today. Make sure you tell your team just...

Can we get a customer interpreter?

Sometimes in their rage of fire and fury or intense 'feel-good' emotions, people can speak in different tongues.  They will make up words, substitute vocabulary or altogether confusing the meanings.  Your customers are no different.  Often times when reviewing post call surveys during the...

Is there such thing as too much feedback from your customer?

During the customer experience measurement process, we ask customers to give an explanation as to why they scored an agent or the company in the way which they did.  These open ended comments provide true insight into the problem or pain the customer has...

Share the customer satisfaction wealth.

This Monday, let's start off on the right foot with some positive reinforcement. It's a good best practice to share positive post-call survey comments from the individual call center agent report cards with the entire group. Capturing the voice of the customer in...

Is the customer really always right?

When reviewing customer feedback of any kind, it is easy at first glance to take customer comments at face value…the customer IS always right, right? Customers are very skilled at identifying the existence of a problem, but less adept and determining the root...

How marketing is destroying customer loyalty.

The holiday shopping season is not a surprise to anyone; it comes at the same time every year. I tend to pay homage to the companies who are able to create the illusion of a shortage for their games and toys. Which...

Do your call center agents need to be re-engaged?

As numerous studies have revealed, unhappy agents = unhappy customers. In many cases, real-time post call surveys can reveal negative feedback potentially indicating that call center agents need to be re-engaged. The beauty of the Survey Calibration process is the opportunity to...

Can I trust that you’ll callback? Your integrity is on the line.

Who doesn't love call-ahead seating at restaurants to guarantee immediate seating upon arrival? The concept that restaurants created a service allowing me to be expected at the hostess station and be quickly taken to a table tells me that the restaurant understands the...

Customer experience inconsistencies breed competitive shoppers.

A major risk to any organization is inconsistency. We know that customers have expectations and we assume they expect exceptional service. But, first thing is first…the basic functions of the interactions with your organization need to be correct. When customers experience...

Good product, bad product.

With "Cyber Monday" upon us and shopping for that perfect gift is on everyone's mind, it's a good time for organizations to take a good look at customer feedback about the products they sell. Each month we collect tens of thousands of customer...

All-star Agents (and their secret game time strategy)

In some shape or form, at work or at home, we all want to be all-stars, right? At least I think most of us do. Call center agents, who value their jobs as well as the organization they work for and take...

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