Jodie Monger
Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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,...
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...
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...