What’s It Really Like? Experience Your Own Service


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You have planned the service strategy of your organization and are responsible for the success. Success is defined by a number of metrics including customer feedback, operational cost, sales, etc. This is why you get out of bed each day. You have stacks of reports, graphs and analytics to report how your organization is performing.

Have you experienced the service strategy as a customer? Have you called the customer service center and tried to navigate the self-service IVR to complete your task? Have you used the service channel to sign up for, change or discontinue services? Have you had a product repaired?

Lets get a discussion started to share what was found when you were a customer of your own organization. Tell us what you tried (and discovered) to give others ideas of where to start.

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.


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