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In business we frequently see a very reactive approach when it comes to customer complaints or comments.  If someone tweets something about a product problem you may tweet them back to try and resolve it on a singular level.  But shouldn’t you proactively tweet out a solution to your followers that may be experiencing the…

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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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