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We consistently remind our business partners, the answer you seek is in the comments.  When brand satisfaction levels are consistently low, there is a reason.  The reason is expressed by your customers and you can hear it if you are listening.  Your customers will tell you if your processes are a problem, inconvenient or a royal PITA.  The comments below are the result of listening via post-call surveys and are true knuggets.  The organization listens to the problem experienced with the service they are providing.  It’s now up to the organization to put this data into action and make the change to improve the customer experience.

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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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