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Dr. Jodie Monger

President, Customer Relationship Metrics
TMCnet Customer Experience Columnist

Jodie Monger, PhD, is the President of Customer Relationship Metrics, L.C. (Metrics) and a pioneer in customer satisfaction measurement in the contact center industry. Prior to creating 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 capture and quantify the Voice of their Customer. These organizations in turn utilize her research and knowledge to enhance customer satisfaction and relationship management. She allows them to turn data into actionable intelligence. She has worked with clients in numerous industry sectors with their Business-to-Business and Business-to-Consumer business units.

For several years Dr. Jodie has been a respected and requested speaker numerous industry events and conferences. 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.

Contact Information:

100 Glenn Drive, A-11

Sterling, Virginia  20164
www.metrics.net
(703) 883.0009

Articles by Dr. Jodie Monger:

[01/07/05] Monitoring Isn’t Enough to Answer the Quality Question

[12/28/04] The 2004 ‘Voice of the Customer’ Year in Review … and Plan for the Future

[12/9/04] The Research Proves It … We Cannot Delay Measuring the Customer Experience