Jodie Monger PhD. |
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Dr. Jodie Monger is the President of Customer Relationship Metrics, L.C. (Metrics), and a pioneer in customer experience research. Prior to establishing Metrics, she was the founding Associate Director of Purdue University's Center for Customer-Driven Quality.
Dr. Jodie’s expertise is working with organizations to help them quantify the Voice of their Customer. These organizations in turn utilize her research and knowledge to enhance customer satisfaction and their overall customer relationship strategy. She directs them in turning data into actionable business intelligence. She has worked with clients in numerous industry sectors with their Business-to-Business and Business-to-Consumer business units.
Dr. Jodie and her award-winning team at Metrics provide scientifically sound research expertise, knowledge of customer satisfaction drivers, reliability to deliver critical metrics and use these to create organizational engagement. For more than 15 years Metrics has been combining advanced research technologies and research processes which result in scientifically sound customer research programs that deliver actionable intelligence. Metrics has industry leading expertise and solutions, which enable companies to quantify and thereby improve their customer relationships. For almost 20 years she has been involved with numerous customer experience improvement and measurement projects.
In addition to customer relationship management design and implementation, Dr. Jodie has published several books and numerous articles relating to customer service excellence. Of note most recently are two books co-authored by her and other industry experts: Customer Relationship Management published by Prentice Hall and Contact center Management by the Numbers published by the Purdue University Press.
For several years Dr. Jodie has been a respected and requested speaker at Frost & Sullivan Executive MindXchange, ICMI Knowledge Exchange events, EUCI, CMP Media events, ICCM events, Advanstar events, and Purdue’s Call Center Campus events. She is also a CRM Guru for CustomerThink.com, and on the Advisory Board for CMO Council. Her formal education is in the disciplines of Consumer Behavior, Statistics and Research Methodologies. She earned her PhD and MS from Purdue University and a BS from Juniata College.
Dr. Jodie’s expertise is working with organizations to help them quantify the Voice of their Customer. These organizations in turn utilize her research and knowledge to enhance customer satisfaction and their overall customer relationship strategy. She directs them in turning data into actionable business intelligence. She has worked with clients in numerous industry sectors with their Business-to-Business and Business-to-Consumer business units.
Dr. Jodie and her award-winning team at Metrics provide scientifically sound research expertise, knowledge of customer satisfaction drivers, reliability to deliver critical metrics and use these to create organizational engagement. For more than 15 years Metrics has been combining advanced research technologies and research processes which result in scientifically sound customer research programs that deliver actionable intelligence. Metrics has industry leading expertise and solutions, which enable companies to quantify and thereby improve their customer relationships. For almost 20 years she has been involved with numerous customer experience improvement and measurement projects.
In addition to customer relationship management design and implementation, Dr. Jodie has published several books and numerous articles relating to customer service excellence. Of note most recently are two books co-authored by her and other industry experts: Customer Relationship Management published by Prentice Hall and Contact center Management by the Numbers published by the Purdue University Press.
For several years Dr. Jodie has been a respected and requested speaker at Frost & Sullivan Executive MindXchange, ICMI Knowledge Exchange events, EUCI, CMP Media events, ICCM events, Advanstar events, and Purdue’s Call Center Campus events. She is also a CRM Guru for CustomerThink.com, and on the Advisory Board for CMO Council. Her formal education is in the disciplines of Consumer Behavior, Statistics and Research Methodologies. She earned her PhD and MS from Purdue University and a BS from Juniata College.