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I think the expression I use most frequently is, “cheap can be expensive”.  Sometimes when you’re out scouring for a deal you lose sight of that fact that good service is often rolled into the cost of a name brand.  What you may save on the initial price of an off-brand item may cost you…

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About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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