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One of the best things to do if you want to be one of the customer experience leaders  is listen.  This requires that you pay attention to trends, you try new social media channels and most important you effectively listen to your customers. Through actively engaging customers in dynamic conversations (and then quantifying this data)…

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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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