MONI
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    MONI’s A+ Rating at the BBB Made Possible by Its Customer-Centered Team

    by Moni Blogger | Feb 14, 2017

    By: Jay Autrey, Chief Customer Officer

    At some point you’ve probably heard someone say, “Great employees make a company great” or, “A company’s best asset is its employees.” This is textbook leadership speak, but how often do those saying these phrases really believe them?

    At MONI, we believe it 100%. In fact, this guiding principle is the undisputed truth for those of us fortunate to work along-side the best customer service team members in the industry. Because of the 1100+ employees fully standing MONI’s Customer Intimacy brand pillar, the last six months have brought us some very big wins. These include being ranked “Highest in Customer Satisfaction with Home Security Systems” by J.D Power and being named Connected Home Security Company of the Year by the IoT Breakthrough Awards. We’ve introduced innovated services like ASAPer and introduced a whole new level of transparency in the industry with MONI’s Customer Bill of Rights. All of these are only possible because we have talented, dedicated team members who truly believe that the Customer is at the center of everything we do.

    I’m excited that we can now add an A+ rating from the Better Business Bureau (BBB) to that list of wins, made possible by an exceptional team of customer-focused employees. The BBB ratings represent the BBB's opinion of how the business is likely to interact with its customers. Receiving the company’s highest rating confirms that MONI and its dedicated team members have made customer service and transparency a top priority in the home security industry. Our employees come to work day in and day out with the goal of responding to our customers immediately and providing the best customer experience they can – no exceptions.

    Our employees feel empowered and accountable when it comes to resolving the customer’s issue the first time and with full transparency. They want to make sure that a customer knows what to expect when they call MONI and what to expect when they hang up. Our security advisors want the customers to know that MONI will follow up 100% on our commitment to provide the best experience we can for as long as we’re fortunate enough to have them as a customer. The difference between MONI and other service providers is that our employees take this commitment personally, and they understand the importance of home security in protecting people’s lives and securing their property.

    These top rankings from companies such as the BBB and J.D Power don’t happen by chance. They happen as a result of our dedicated team members. Besides providing an outstanding service experience during each interaction, MONI’s employees work endlessly behind the scenes to identify and improve processes that will better open the lines of communication with our customers. Because our team members are personally invested in each customer, they want to make sure MONI never stops working on ways to be better today than we were yesterday, and better tomorrow than we were today.

    MONI routinely makes improvements in our customer experience approach based on the valued feedback from its employees. The customer is the one common thread that can connect employees with different backgrounds so that they can work collectively towards making sure each interaction with a customer is consistent and transparent. Our employees are truly what helps set MONI apart from the rest of the industry, and I am excited to see what more they can do.

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    MONI Knows that Moments Matter

    by Parker Davis | Feb 08, 2017

    Author: Jeff Gardner

    Life seems to be a series of important events that happen in mere seconds. Getting your diploma. Getting down on one knee. Getting to see your child’s first steps. For me, it was meeting my first son, Blake, on the day he was born. It was a moment that has stayed with me through time, and one that I’ll never forget it.

    When it comes to the biggest things in life, MONI knows that moments matter. This comes from our deeply rooted expertise in the home security space. For the past two decades, we have created a brand on the foundation that when it comes to home and personal safety, moments matter.

    That’s why we recently launched our new interactive messaging hub ASAPer, which is a tool designed to alert both customers and emergency contacts “as soon as possible” when an alarm is triggered. With ASAPer, what used to happen in minutes now takes seconds – alarm trigger alerts are sent to family and friends ASAP, allowing for the best possible outcome. When it comes to ASAPer, moments matter. When it comes to life, moments matters.

    Join us here and on our social channels as we celebrate “The Moments That Matter” and feel free to share your own. Was there an event in your life that happened in the blink of an eye but had a significant impact on you and those around you? Maybe you met your hero in person or recently dropped cans in the bin for a holiday food drive. We want to hear about it because we believe that every moment matters. Stay tuned!

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    Better Business Bureau Rates MONI Smart Security A+

    by Parker Davis | Feb 07, 2017

    I recently stated on TWICE.com that the time has come for a customer-focused renaissance in the home security market. That’s why we have been a driving force behind transforming the customer experience in our industry. Direct, transparent and responsive communication is very important in home security because we are protecting the things our customers hold most dear. We want to ensure that every moment a customer spends with our company is time well spent so that they can get back to the moments that matter with their loved ones.

    I am pleased to share that by putting our customers’ needs first, our company has earned an A+ rating from the Better Business Bureau (BBB), ranking us among the top companies for ethical business practices, industry compliance and transparency. This is exciting news for MONI, as we roll out new products and internal procedures focused on improving the customer experience and providing our dealers with all of the tools they need to succeed.

    For instance, you may have seen our recently released Customer Bill of Rights, which is intended to foster complete transparency and open communication with our customers, aiming to change the way security companies interact with their customers as a whole. In addition, we implemented a new customer communications plan and customer call center initiatives that make MONI easier to talk to, quicker to respond, and simpler for our customers. And just last year, we were recognized by JD Power as "Highest in Customer Satisfaction with Home Security Systems.”

    These are just a few of the ways MONI is working to elevate customer communications and the overall customer experience, and being A+ rated by the BBB reinforces the positive impact of these efforts. It is a testament to the commitment of our employees and network of Authorized Dealers, who set the bar for industry standards.

    BBB ratings represent the BBB's opinion of how the business is likely to interact with its customers. The BBB rating is based on information BBB is able to obtain about the business, including complaints received from the public. BBB seeks and uses information directly from businesses and from public data sources. I am proud that MONI is held in high regards by this reputable organization, and I look forward to continuing our work in changing the way that consumers interact with their home security providers.

    For more information on the BBB and its ratings criteria, visit BBB.org.

    To learn more about MONI Smart Security, visit mymoni.com.

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    In the Moment with ASAPer

    by Moni Blogger | Jan 30, 2017


    By Jeff Gardner 
    MONI CEO

    We all know the term ASAP means “as soon as possible.” However, “soon” can mean different things to different people. What do you think of when you hear ASAP? Do you feel a sense of urgency? Does your heart start beating a little faster? Does your mind start racing to figure out how to respond quickly? Do you take action faster than you might usually act?

    As humans we are wired to react, thanks to our fight-or-flight instincts, to help as quickly as we can. But “soon” can be defined very differently by different people. For you it may mean right now, immediately, while for someone else it might mean later today or even later this week. We all share the same fight-or-flight instincts but not always the same sense of urgency.

    MONI knows that moments matter. When you are notified that your alarm is going off, you immediately react. Your adrenaline starts pumping and questions race through your mind. What happened? Who is responding? What’s next? The MONI team understands and we are here to help.

    We’ve just launched our new interactive messaging hub ASAPer, which is a tool designed to alert both customers and emergency contacts “as soon as possible” when an alarm is triggered. An alert is sent to all account contacts on their mobile devices, inviting them to join a live chat to collaboratively coordinate the response. All emergency contacts are able to connect with the MONI central monitoring station so that the alarm can be confirmed or canceled, quickly and directly. At the same time you are chatting to determine a response, MONI’s emergency response center addresses the alarm event and alerts first responders if necessary. With ASAPer, we are responding in seconds—because we know that moments matter. Seconds can make a big difference.

    We are constantly working to deliver solutions to enhance your safety and ease your worry. ASAPer is one more way we can communicate with you to not only keep you and what’s important to you safe, but also bring you peace of mind. Learn more about how ASAPer can help you in an alarm event at mymoni.com/asaper. MONI is with you, in every moment.

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    A Customer Bill of Rights: Because YOU Make A House A Home

    by Moni Blogger | Jan 24, 2017

    Here at MONI, we value our customers. We value your commitment, your time and your opinions. Over the past few years we’ve listened to your feedback and have worked tirelessly to make your moments, especially ones with MONI, positive and worthwhile.

    We have also heard that not all of your moments have been positive ones when it comes to cutting through the red tape of home security industry contracts or service agreements. You’ve told us that other companies in the industry are giving you features, but aren’t providing you with service. We at MONI think it’s time to change this. We want to start a new trend in home security. We believe that our industry should focus more on the people we are protecting. After all, this isn’t “house security”- it’s home security, and what makes a house a home are the people living in it.

    We’re taking the first step in starting a new conversation between home security companies and you, the home owners. Today, we are unveiling a new “Customer Bill of Rights” that clearly outlines our commitment to you as homeowners and as our valued customers.   

    We value transparency and know that our customers do, too. We believe in being direct and believe that the full home security industry should do the same.

    So, directly speaking:

    • You have the right to value every second.
    • You have the right to local service.
    • You have the right to move freely anywhere in the USA.
    • You have the right to change your mind.
    • You have the right to be heard. We want your feedback.
    • You have the right to have all issues addressed within one business day.
    • You have the right to understand your contract.
    • Most importantly, we know that you have the right to choose.

    We know that you have put your trust in us and we want to ensure that our commitment to you is clear. We don’t believe that our industry should hide behind fine print. The rights that we have outlined go beyond MONI and they should extend to customers of the home security industry, no matter the company.

    We hope that our Customer Bill of Rights can start a new trend in home security. If you have any questions about our Customer Bill of Rights check out the full list at mymoni.com/billofrights or email us at customercare@mymoni.com. It’s your right to get a response within 24 hours.

    - Jeff Gardner, CEO of MONI Smart Security

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    We're Starting The New Year With A Great Big "Thank You"

    by Moni Blogger | Jan 12, 2017

    By Jeff Gardner
    MONI CEO


    After the busy holiday season, January brings an opportunity to reflect. It’s a New Year and a new opportunity to say “thank you.” This is the perfect time to think about who is important to us and what’s coming up in 2017.

    January has already presented us with “Thank Your Customers” week, an annual initiative that provides an opportunity to recognize some people who are very important to us. Customers are, understandably, extremely important to MONI. We have been putting our customers first for more than 20 years and thank our customers for helping fuel our success. We believe, though, that saying thank you shouldn’t be limited to one week. It’s something we should be saying again and again.

    “Thank you” is a simple yet powerful phrase. It means something when you thank someone. It means you respect them and you are expressing your appreciation for them and their actions. You can thank people anytime, but it is most impactful in the moment. And MONI knows moments matter.

    So, in this moment, we want to say “thank you.” To our customers, for whom we work tirelessly, every day, to protect and provide peace of mind. To our partners, who help support our customers and drive us to continually improve. To our employees, without whom MONI would not be the responsive and successful organization it is today.

    Last year brought some big changes to MONI, and in 2017 we will be following through on our commitments to provide you with comprehensive security, faster response and greater customer intimacy. Every interaction, every day, is important to us. We will continue to put our customers first and exceed expectations.

    So to our customers, partners, employees — and our families, who support our work every day — we say “thank you.” Thank you for choosing to work with us. Thank you for trusting us with your security needs. Thank you for helping us be better. We look forward to more opportunities and ways to thank you in the coming year. Thank you!

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    A Holiday Story from MONI

    by Moni Blogger | Dec 20, 2016
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    You Can Make a Moment Matter During the Holidays

    by Moni Blogger | Dec 08, 2016

    As part of our rebranding as MONI, we introduced a set of core values that guide what we do every day. One value in particular keeps bubbling to the surface: Every Moment Matters.

    We know that a single moment can make all the difference, and that’s why we relate that value to everyone who trusts us with their home security. We understand that they’re more than just “customers.” They’re real people who depend on us to help make their lives more secure.

    Food for thought

    But we also have a responsibility that hits closer to home. This year, MONI team members and authorized dealers joined forces to help a food bank that’s based near our headquarters in the Dallas suburb of Farmers Branch. Working together, we gathered nearly 30,000 food items for the MetroCrest Services food bank to help local families in need. Through a spirited (but friendly) internal competition, MONI team members pushed each other to do just a little more to help the cause.

    MONI sponsors or participates in charitable events through the year, whether it’s staging the MONI 5K fun run to benefit the humanitarian group Mission 500; providing free security equipment and monitoring services to Agape Resource and Assistance Center, a local group that helps single women and their children  to escape homelessness, crisis or poverty; and other worthwhile local endeavors.

    Because of the holiday season, though, the food drive resonated very deeply with our team members. One of our Customer Loyalty Specialists, Olivia Humphrey-Shead , summed it up nicely. “We’re in the business of saving lives,” she said. “This is just another way to save a life.”

    All it takes is a moment

    This isn’t about patting ourselves on the back. We’re just fulfilling our role as a responsible presence in the community, with resources and dedication that have a positive impact.

    But the holidays are a timely reminder that Every Moment Matters, and all it takes is a moment for you to make a difference.

    Charitable organizations are working hard to help their communities, and little things can mean a lot. Virtually every grocery store is collecting food, so while you’re shopping, grab some extra items and pass them along. At the department store, take a moment to pick up a toy or a warm coat and donate it to a local drive. The opportunities are there, and they add up.

    So here’s MONI’s holiday wish: Please make a moment matter and help someone in need this season.

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    Shoppers Bring Echo Home for the Holidays, But You Can Get It Free from MONI

    by User Not Found | Dec 01, 2016

    Do a Google search for "hottest holiday gifts," and you'll inevitably run into the Amazon Echo. It has been a huge seller all year, and sales are expected to ramp up between now and the end of the giving season.

    On the surface, it's a nifty hands-free speaker. But with Alexa, its voice-controlled assistant, it'll deliver information, news, sports scores, weather and more, as well as playing music. All you have to do is ask.

    Homeowners are discovering that Echo is also a major first step toward home automation. Alexa can provide voice control for compatible smart-home products to let you control not just your home security system, but also thermostat, locks, lights, and even video cameras.

    It normally costs $180, but MONI is offering a free Echo with any interactive system purchased by Jan. 13, 2017. You can find out more here.

    Echo does a lot on its own, but MONI's mobile app extends Alexa's smart-home capability to home security and smart-home technology through compatible equipment.

    Whether you get a free Echo as part of a MONI interactive system or already have one sitting in your living room, here are some ideas that will help Alexa make your life a little easier in 2017.

    Smart-Home Lights

    Lights are possibly the easiest way to get started on the path to a smart home with Echo. Alexa comes with the ability to control bulbs from Philips, TP-Link, Lutron and Insteon, among other companies.

    Lights are probably the least expensive and easiest smart-home devices to set up, and they're incredibly useful. They're a perfect gift for anyone who has gone to bed upstairs only to forget that the kitchen light is still on downstairs.

    Smart Plugs and Switches

    Echo also is compatible with plugs and switches from WeMo, TP-Link, Insteon and other brands. It's a great way to control lamps, space heaters, fans and other small appliances. Some plugs require an external hub, while some are controlled directly through Echo, so check before you buy.

    Smart plugs are also affordable, with some devices starting at $30 during holiday sales. They might not be at the top of an Echo owner's holiday wish list, but it'll be fun to explore the possibilities.

    Thermostats

    The smart thermostat domain used to be controlled by Nest, with its learning capabilities and sleek design. The playing field has gotten considerably wider, with offerings from Honeywell, Ecobee, Sensi and other manufacturers that can all be controlled through Echo. Prices during the holidays start at around $100 and range upwards of $250.

    While that seems expensive, consider the potential for energy savings. The U.S. Department of Energy estimates savings of between 5% to 15% a year with efficient heating and cooling.

    Heading for the Highway

    Alexa is starting to make her way out of the house and on to the highway. She'll soon be able to interact with Ford's SYNC and Hyundai's Blue Link car apps, starting the car, adjusting the temperature or checking the fuel level from the comfort of the living room. Ford says its functionality will work both ways: Drivers will be able to control smart home devices from the car.

    There are a number of reasons why Echo has been a hot-selling item, not just during the holidays but the rest of the year as well. More "skills" are being added all the time, and MONI is keeping up with the pace by increasing smart-home interaction between Echo and our mobile app.

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    August Smart Lock Adds New Level of Security to Your Smart Home

    by User Not Found | Nov 21, 2016

    When we introduced our new MONI brand in September, it was more than just a name change. We also committed to our three “brand pillars” of customer intimacy, faster response and comprehensive security.

    Comprehensive security is our promise to offer the products and services you need, whether it’s standard home security or high-end home automation. That’s why we’re so excited about our new partnership with August Home, a leading provider of smart locks and other devices for today’s smart home.

    The August Smart Lock and August Connect Wi-Fi bridge let MONI customers securely manage their front door from anywhere with a smartphone app for Android or iOS. It’s more than just being able to lock or unlock your door remotely:

    • August Smart Lock automatically locks the door behind you, and automatically unlocks it as you approach.
    • You can create virtual keys for family, guests or anyone who needs access to the home. Schedule dates and times, plus a window of weeks, hours or even minutes for access.
    • Keep an activity log to track of who’s entering or leaving. The unique access keys let you know who opens the door and when.

    Here’s a practical look at comprehensive security: The doorbell rings when you’re not home. Your smartphone connects to a video doorbell that lets you see and talk to whoever’s at the door. Use your phone to unlock the door and disarm your home security system. Once they’re in, track their activity with a live feed from home video surveillance cameras. Lock the door behind them once they’re gone, and re-arm your system.

    It’s that simple. Comprehensive smart-home security starts with protection, but goes so much deeper with devices that work together to make your life easier.

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    Five ways to keep burglars at bay while you're away

    by User Not Found | Nov 17, 2016

    The only thing you should have to be concerned about when you're traveling for the holidays is making it safely to your destination. You shouldn't have to worry about whether your home is protected while you're gone. A home security system is a great start, but MONI Smart Security recommends some steps you can take to help make sure that everything's OK when you return.

    Keep a low profile

    It’s fun to let everyone know on social media that you’ll be traveling. But posting status updates or photos can be a signal to potential burglars that they’ll have a successful trip through your home if they stop by. Save it for when you get home.

    Let the neighbors know

    Encourage your neighbors to keep an eye out for anything unusual. Tell them who might be coming by to feed the pets or water the plants. But also let them know that nobody has your permission to climb through a window.

    Limit access

    You’ve always known that your smartphone is versatile, but it will do more than just arm or disarm your home alarm system. When someone needs access to the house, use smart-home technology to unlock the door, and then lock it again when they’re gone.

    Don’t give out spare keys. Instead, provide access codes and alerts that are specific to an individual, such as a pet caregiver or a housekeeper. That way, you can track their arrival and departure, making sure that everybody’s following the routine.

    Make it look like you're home

    In a 2013 survey of more than 400 incarcerated burglars by the University of North Carolina at Charlotte, nearly 55 percent said that if a house appears to be occupied – such as when lights were on inside – they would likely reconsider it as a potential target. That’s because burglars hate it when someone’s home.

    Old-school timers are the traditional way to control lights, but they typically require a pre-set schedule. It’s easier to manage lights remotely with your smartphone from almost anywhere, turning them off and on whenever you want. You can keep burglars off-balance, and it comes in handy even when you’re not on the road.

    Use the power of video

    Video may be the most useful tool of all for reassuring you that everything’s OK. There’s nothing like being able to check out your home in real-time with home video surveillance cameras. With cameras placed at strategic locations inside and outside the house, you can easily use the MONI mobile app to make your smartphone a window into your home.

    It’s not just a great way to deter – and possibly identify – burglars. Sometimes it’s just nice to make sure the cats haven’t clawed up the couch.

    Video, locks, lights and other smart-home devices are a valuable addition to any home security system. They’ll help keep you secure at home, and also let you enjoy a worry-free holiday if you’re out of town.

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    Show your support this Veteran's Day

    by User Not Found | Nov 11, 2016
    blog_Show-your-support-this-Veterans-Day
    Our Veterans throughout the United States have made the ultimate sacrifice: putting their lives on hold and on the line for our country. They have kept us safe, secure and out of harm's way. At MONI, we have a great number of veterans that contribute to our customers' safety in the same way, and we are happy to honor them today and always.
    As we think about what Veteran's Day truly means, here are some ways we can manifest our gratitude and give back:

    • Counselors, mentors and program leaders help veterans get back on their feet. You can help by volunteering at VA hospitals or medical centers. Find a location near you, here.
    • About 40,000 veterans are homeless every night. Participate in local programs to help homeless veterans in your area.
    • Pitch in at the national level. Click here to volunteer or donate through the U.S. Department of Veterans Affairs.
    • If you don't have time to spare, donate to the cause. Charity Watch helps rate charities' contributions and expenses to ensure money is being used correctly and effectively.
    • Many veterans struggle to re-integrate back into society, and without jobs they can't get back on their feet. Organizations like Hire Heroes USA help connect veterans and organizations to make the hiring process seamless and easy.
    We're so thankful for the sacrifices made by the men and women of our armed forces, past, present and future, and hope you'll join us in doing our part to show our support this Veteran's Day.
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    MONI Marketing Scores Prestigious Gold MarCom Award for Rebranding

    by Parker Davis | Nov 07, 2016

    By Frank Guido

    Chief Marketing Officer

    The MONI brand has been live for more than a month now, and has created a tremendous amount of positive buzz. Team members throughout the company played major roles in the rebranding, but MONI’s Marketing team has been the hub for the project since it began early this year.

    That’s why it’s gratifying – and fitting – that our Marketing team has been recognized as a 2016 Gold MarCom award winner in the “Branding Refresh” category for its work during the MONI rebranding.

    Marketing worked closely with internal team members and external creative consultants to examine every aspect of the Monitronics brand, determine the best way forward as part of our business strategy, and then execute the plan successfully.

    But the scope went far beyond the new name, tagline, website, and internal branding materials. There also was extensive development of national marketing, sales and promotional collateral to reach customers and prospects, and also support our network of independent dealers. It’s a never-ending task, and our Marketing team continues to deliver exceptional results.

    It’s difficult to keep a low profile for a long-term project as extensive as a rebranding initiative. Yet Marketing managed to quietly coordinate efforts from other departments to create a sense of excitement and surprise among our team members for the official brand launch on Sept. 29.

    Since then, everyone at MONI has embraced our new brand pillars – Customer Intimacy, Faster Response and Comprehensive Security – and made the commitment to our customers to deliver on those principles. Marketing got things rolling, and everyone is working to build momentum that will carry us into the New Year and beyond.

    The MarCom Awards are a creative competition for marketing and communications professionals around the world. This year, there were 6,000 entries from 34 countries, and winners included highly respected brands like Hilton, Honda, IBM, Cisco, Nissan and PepsiCo. It’s an impressive list, and everyone at MONI is proud to be counted among the award-winners.

    Our Marketing team has always been known for excellence; it’s not the first time they’ve won a MarCom. In previous years, they have been recognized for best-in-class direct mail pieces, trade show exhibits, training videos, and The Monitor, our dealer magazine.

    But this year’s MarCom is especially significant because of what it represents to us as the new MONI. We’re being honored as a fresh new brand with a modernized look and an aggressive, forward-thinking public image. That’s exactly where we want to be.

    Congratulations to our Marketing team for earning this well-deserved award. They’ve got the trophy, and everyone at MONI deserves to share the spotlight.

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    MONI Ranks Highest in J.D. Power Home Security Satisfaction Report

    by Parker Davis | Nov 01, 2016

    We’ve spent a lot of time talking about our three brand pillars: Faster Response, Comprehensive Security, and Customer Intimacy. As part of our new brand identity, we’re working particularly hard in our Customer Care department, making our customers’ experience great every time. After months of hard work, it’s hard not to notice.

    J.D. Power has released the results of their in-depth study on the importance of Customer Service for home security companies, and MONI was rated “Highest in Customer Satisfaction with Home Security Systems.”

    Customer Service Interaction Crucial to Maintaining Home Security Customers; MONI, the New Monitronics, Ranks Highest in Inaugural Report

    Poor customer service can quickly send home security system customers to another provider regardless of their overall satisfaction level, according to the inaugural J.D. Power 2016 Home Security Satisfaction Report, released today.

    While the study shows that 31% of customers have considered switching providers, those who indicate they will change providers in the next 12 months are doing so predominantly because of a lack of available features/options, price or poor customer service.

    “It’s such a basic principle—provide good customer service—but it requires a commitment throughout an organization,” said Greg Truex, senior director at J.D. Power. “Spending time and money on designing, building and selling a product is great, but if the execution of the customer experience is lacking, it can all be for naught.”

    The customer service experience is significant because 40% of all customers contact their provider at some point with a question, problem or request. Satisfaction is significantly higher among customers who say the response was helpful (869 on a 1,000-point scale) than among those who didn’t find the response helpful (655). Satisfaction also is higher among customers who don’t contact their provider (867) than among those who do (850).

    Following are additional findings of the report:

    • Satisfaction is 62 points higher among customers who do not consider switching providers than among those who do consider switching (880 vs. 818, respectively).
    • The three leading reasons customers select a system are brand reputation (54%), price (46%) and positive reviews/online rating (45%).
    • Nearly 9 in 10 (87%) customers indicate they’re able to control their system outside of their home, while only 59% indicate they control it from their mobile device.

    Following are loyalty findings related to delighted customers:

    • More than 9 in 10 (92%) delighted home security customers (overall satisfaction scores above 900) say they “definitely will” recommend the brand to others, compared with the report average of 72%.
    • Nearly 9 in 10 (85%) delighted customers say they “definitely will” remain a customer of the brand, compared with the report average of 68%.
    • Delighted customers make an average of 6.6 recommendations to family and friends, compared with the report average of 4.9.

    Report Rankings

    MONI ranks highest in overall customer satisfaction, performing particularly well in six of the 12 factors: reliability of the system; system installation and setup; ease of using the system; clarity of owner’s manual; effectiveness of securing my home; and speed of monitoring response.

    STANLEY Security ranks second, performing particularly well in helpfulness of online support documents; price paid for products/services received; variety of payment options; and contact with customer service.

    The overall satisfaction among home security customers is 860.

    About the Report

    MONI Smart Security (formerly Monitronics) received the highest numerical score among 6 brands in the J.D. Power 2016 Home Security Satisfaction Report, based on 2,282 total responses, measuring the opinions of customers who purchased a home security system in the previous 12 months, surveyed August-September 2016. Your experiences may vary. Visit jdpower.com.

    Satisfaction is examined across 12 factors (listed in order of importance): price paid for products/services received; reliability of the system; helpfulness of online support documents; variety of payment options; effectiveness of securing my home; ability to control from various devices (e.g., smartphone, tablet, PC, laptop); speed of monitoring response; system installation and setup; clarity of owner’s manual; contact with customer service; ease of using the system; and variety of features. Satisfaction is calculated on a 1,000-point scale.

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    Our New Brand and Logo Combine Simplicity, Imagination, Safety and Commitment

    by Parker Davis | Nov 01, 2016

    The selection of MONI as our new brand – as well as the style and selection of colors for our new logo – didn’t happen by accident. A great deal of research, thought and introspection took place as part of their creation.

    The Name: Short and Simple

    MONI was a good place to start since it’s commonly how we’re referred to both internally and externally. It will be an easy transition for virtually everyone who has used “Monitronics,” and a catchy name that will help us build brand awareness.

    Research tells us that our customers don’t just demand professional, friendly service and the latest technology. They want fast response to their emergencies, as well as quick resolution of their questions and issues. Today, it’s all about speed and simplicity; MONI is a reflection of their needs because it’s concise, fast and simple. Our new name matches our goal of providing the quickest and most efficient customer service in the industry.

    Finally, MONI represents a name and a mission that will serve our dealers well. It’s not just an easy brand to present to potential customers, but also a promise that we’ll provide the products, services and offerings to position them for success.

    The Logo: Imaginative and Safe

    Besides being unique from other companies in our industry, the choice of purple and green for our logo comes from the principles of color theory.

    Purple is traditionally considered to be the color of royalty, but it’s also commonly known as a color of imagination. The color is actually created from a blend of red (energy) and blue (stability). Taken together, purple is a perfect choice for MONI’s mission of being forward-thinking, fast and dependable.

    Green was an easy choice, since it is well known for safety, growth and health. It’s an emotionally positive color, and also a perfect fit for MONI’s mission.

    Finally, two triangular shapes overlap to form the intersection of all of these values. That’s our core. It’s what we stand for, and it’s what we want to represent to our customers.

    They are at the center of all we do, so it’s only natural that they’re at the center of our logo.

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    5 Reasons to Take Care of Your Smoke Alarm

    by Parker Davis | Nov 01, 2016

    Here’s an eye-opening statistic: There were more than 500,000 structural fires in 2015, a rate of about one per minute. Keeping your property and loved ones safe from fire and smoke is always a priority at MONI, but October is an especially good time to focus on the topic. It’s National Fire Prevention Month, which is highlighted by National Fire Prevention Week from Oct. 9-15.

    This year the National Fire Protection Association is highlighting the importance of smoke alarms, with the theme “Don’t Wait – Check the Date! Replace Smoke Alarms Every 10 Years.” The choice of theme isn’t surprising; the NFPA has made home smoke alarms the centerpiece of Fire Prevention Week for the past three years. Fire protection is always important, but next week is a good time to remember that smoke alarms are the first line of defense against fire-related tragedies.

    They Actually Do Wear Out

    Even though smoke detectors don’t have any moving parts, they still have a limited life-span. They’re based on sensors that can eventually lose their sensitivity. The test button tells you that the alarm itself is working, but it doesn’t indicate whether the smoke sensor is still functioning properly. By replacing your smoke alarms every 10 years – or even sooner if you can’t remember how old they are – you know that you’ve got equipment that will be ready when you need it.

    Think of it this way: Nobody ever regretted changing a smoke alarm too soon.

    They’re Only Effective When They Work

    Smoke alarms alert you to danger, letting you get family and pets to safety. It’s important not just to install new smoke alarms every 10 years, but also to replace the battery at least once a year. Test your alarms at least once a month; you don’t want to find out about a faulty alarm when it fails during an emergency.

    Where There’s Fire, There’s Smoke

    That’s a twist on the traditional saying, because fire isn’t the only thing that threatens lives. A home can quickly fill with smoke, even from a small fire. It can incapacitate anyone in the home, making it difficult to get out safely. It isn’t just the potential for smoke inhalation; a fire needs oxygen to burn, and it will quickly consume breathable air.

    The source of the fire is another complicating factor. For example, plastic is everywhere you look inside the home, and if it burns it can create toxic gases. Even small quantities of these gases can be deadly or cause severe damage to lungs or eyes.

    Danger Isn’t Always Because of an Accident

    Cold weather is on its way, and there’s nothing better than burning some logs (or lighting a gas fireplace) on a chilly fall or winter evening. But remember that fireplaces and chimneys are involved in 42 percent of all home heating fires. They’re also one of the leading sources of carbon monoxide poisoning. It’s a deadly gas that is odorless and colorless, and can quickly overcome anyone who breathes it.

    That’s why an effective fire protection strategy should include carbon monoxide detectors, particularly near potential sources like fireplaces, space heaters, gas furnaces and gas water heaters. An authorized MONI dealer will stress a strategy that includes carbon monoxide alarms.

    Every Minute Matters

    You’re not always going to be home when fire starts. Your family might thankfully be out of harm’s way, but your property is still at risk. Early detection and fast response can make the difference between minor damage and catastrophic loss. MONI is dedicated to providing fast response when you need it with 24-hour monitoring for smoke and carbon monoxide alarms. Even if you’re not home, we can still summon the help you need.

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    “MONI” is the new Monitronics

    by Parker Davis | Nov 01, 2016

    A new name, cool logo and aggressive attitude have put our old brand in the rear-view mirror

    We’ve been protecting customers with outstanding home security for more than 20 years. That kind of track record is a good thing, but the time has come to shake things up. Especially in today’s disruptive security industry – with its increasing emphasis on home automation and the “Internet of Things” – no company can afford to stand still.

    That’s why we have introduced MONI as our new brand, along with a new logo. We went through hundreds of options, and came up with a catchy, easy-to-remember name and an attractive, updated look. The fact that “Moni” has always been a sort of shorthand version of our name made the choice that much easier. It also helps to reassure everyone that our ownership is the same: We’re still the same company that more than 1 million customers trust with their security.

    Look behind the name and logo, though, and you’ll see profound change.

    Months of planning

    MONI resulted from extensive collaboration with marketing, digital, and public relations partners to understand how our company was positioned in the market, and perceived by our customers. Among other things, we discovered that consumers want more than just “good.” They want “great.” That led us to create MONI’s three “Brand Pillars” as a commitment to our customers:

    • Customer intimacy. We will connect with our customers, giving them a personalized experience that will make it even easier to do business with us. We will be committed to faster call answering (less than 30 seconds) and first-call resolution. Over time, we will also be adding customer-centric tools like a redesigned website and live online assistance.
    • Faster response. We understand that in an emergency, every moment matters. Later this year, we’ll be rolling out patented technology that we believe will give us the fastest response times in the industry. It’s called ASAPer, and you’ll be hearing more about it in the coming months.
    • Comprehensive security. Not all consumers know that our security and smart-home technology solutions integrate with Amazon Echo, Amazon FireTV, Apple TV, and Apple Watch. We’re adding new technology all the time. That’s exactly what consumers want, and we will be their provider of choice.

    A journey, not a destination

    Even though many of the changes have been in place for months, MONI marks a new chapter of our company’s story. We’re proud of what we have achieved in the past 20 years, and now we’re excited about the potential.

    We protect the well-being of our customers, and it’s not a responsibility we take lightly. But they will be able to depend on MONI for more than just security. We will be their source for technology solutions that can secure and enhance their lives. We will deliver customer satisfaction that they will tell their friends about. And we will dedicate ourselves to setting an industry standard for alarm response.

    It’s an ambitious journey, but we won’t be satisfied until we get there.

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    MONI Supports Local Women’s Shelter and Assistance Program on North Texas Giving Day

    by Parker Davis | Nov 01, 2016

    At MONI, we make it our business to help make people safer, whether it’s in their homes or in crisis situations. We’re proud to call the Dallas-Fort Worth Metroplex our home, and that’s why we partner with Agape Resource and Assistance Center, based in Plano, Texas. The program’s mission is to provide critical housing and life skills that empower single women and their children to transform from homelessness, crisis and poverty to self-sustaining, fulfilling lives.

    As a corporate sponsor, MONI has dedicated time, money and resources to the program’s shelter, helping women in dire need of safety and security to get the peace of mind they deserve. Our commitment continues on Thursday, Sept. 22 in conjunction with this year’s North Texas Giving Day.

    North Texas Giving Day is the nation’s largest online donation day, organized by the Communities Foundation, a Dallas-based philanthropic organization. In seven years, North Texas Giving Day has raised $119 million for the North Texas community.

    For those interested in learning more or contributing to Agape, other businesses and residents can donate online at hope4agape.com/online-donation/.

    “Security is a vital part of these women’s recovery and their abilities to overcome their violent experiences of the past,” said Stacy Young, Monitronics Director of Human Resources, who is leading the effort on Monitronics’ behalf. “Many of the affected women are victims of abuse and human trafficking, and we are determined to help them move forward. It is a shame these crimes happen in our own backyard, and I am proud of our community for coming together to help our fellow residents in need.”

    Recently, Young spearheaded a donation by Monitronics, Alarm.com and Nortek of $20,000 in security hardware and monitoring to the Agape Resource and Assistance Center, including new professionally-installed, monitored security systems throughout the shelter and its three residences.

    The upcoming campaign is focused on the importance of security in keeping out the “Big Bad Wolf” and fostering the recovery of the women while rebuilding their lives and the lives of their children.

    “We are humbled to help the women of Agape, and to make a difference in the lives of our fellow Dallas-area residents,” said Bruce Mungiguerra, Monitronics Senior Vice President of Operations. “These women often face unimaginable struggles on a daily basis. We are grateful for the opportunity to bring safety and security back to their lives.”

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    How Does a Touchscreen Work?

    by Parker Davis | Nov 01, 2016

    Monitronics customers enjoy being able to control their security and home automation systems with a touchscreen panel, as well as remotely through their smartphones and tablets. Whatever the use, touchscreens have become the standard for security systems because of their reliability, ease-of-use, and ability to create intuitive user interfaces.

    Although scientists and engineers were working on touchscreen technology in the late 1960s and early 70s, widespread adoption did not occur until the introduction of the smartphone in early 2007. Prior to Apple’s iPhone, the touchscreens that did exist were limited to airline and military applications, and a small selection of video game consoles. Now they are everywhere.

    Like other sophisticated technology, we use touchscreen devices so much that we take them for granted. You don’t need to know how it works in order to use it to protect your home or monitor your video, but it’s kind of fun to look beneath the surface (excuse the pun).

    A Touch of Glass

    Believe it or not, there are no fewer than 18 different touchscreen technologies. Device manufacturers can choose just one or combine multiple technologies for specific applications. The three most commonly used today are known as resistive, capacitive, and surface acoustic wave.

    A resistive touchscreen is used on devices like home security panels, ATMs and in-flight entertainment screens. It monitors electrical current that flows between two panels. Imagine a single glass panel that is covered with a conductive layer with just enough space in-between for an electric current. Using pressure to touch the screen with your finger causes the conductive layer to make contact with the glass, interrupting the current in that one spot. That communicates the position of your finger on the panel to perform the appropriate command.

    You’re probably carrying a capacitive touchscreen in your purse or pocket – on your smartphone. It works by reducing electrical current rather than interrupting it. A capacitive touchscreen consists of a glass panel and a second layer that stores the electrical current needed to detect movement. Touching the screen – without applying any special amount of pressure – causes a small amount of electricity to transfer into your finger, reducing the amount still in the device. Software can then pinpoint exactly where current is escaping.

    Finally, surface acoustic wave technology utilizes sending and receiving transducers to measure an electrical signal that travels just underneath the glass panel. There are also reflectors in the glass that help keep track of the signal. Placing your finger on the glass interrupts the electrical signal; the interruption is detected and measured in an instant thanks to all of the reflectors in play. SAW technology is typically used for large-sized applications such as kiosks or medical equipment.

    The Latest Technology

    MONI is thrilled to be able to offer the latest home security and automation devices with touchscreen technology. Touchscreens are making the traditional “keypad” obsolete, increasing the adoption of home security and automation by making programming and modifying equipment easier than it has ever been before. Operating your system with the smartphone is a useful bonus.

    If you would like more information about any of our touchscreen devices – or how to use your smartphone to control your system – contact us directly or get in touch with your local Monitronics authorized dealer. Find out how our technology can make your home safer and more efficient.

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    Texas Senator Credits Justice Reform for Lower Crime Rate

    by Parker Davis | Nov 01, 2016

    In 2007, the state of Texas embarked on an ambitious plan to reduce crime rates by reforming the criminal justice system. As a result, crime throughout the state has dropped by more than 20 percent, according to data from the Pew Charitable Trusts. Writing in a recent Lufkin Daily News column, Sen. John Cornyn (R-Texas) said that rethinking how the state looks at crime and sentencing has enabled lawmakers to find better ways to reduce crime and put fewer people in jail.

    Texas legislators developed their new approach to crime by first taking a look at mental health, drug treatment, and parole and probation policies, Cornyn said. The thinking was that since the drug trade plays a huge role in fueling crime, addressing drug use would be a far better way to spend tax money designated for crime prevention.

    They came up with a plan to invest in drug courts and treatment strategies instead of building new prisons with more beds. They began adopting improvements to the state corrections system that were based on verifiable evidence rather than conjecture. They found ways to integrate rehabilitation, restitution and reintegration strategies so that those in prison would have a greater chance of succeeding once they got out.

    Looking at the Numbers

    Other states have adopted similar measures with varying levels of success. For example, Pew data showed that Georgia and South Carolina have crime reductions of 11 percent and 14 percent respectively, along with North Carolina at 20 percent.

    We imagine the significant reduction in crime in Texas goes a long way toward making state residents feel a lot safer. The same goes for Georgia, South Carolina, and North Carolina. Whenever crime rates go down, people tend to be less fearful that they will eventually become victims themselves.

    Take Personal Responsibility

    Lower crime rates are always welcome news, but even the best-laid plans for criminal justice reform can only go so far. There will always be people who choose to engage in criminal activity, so individual citizens must still do their part by taking every step they can to protect themselves.

    It all starts with a home security system that includes 24-hour live monitoring. Statistics show that monitored home security acts as a deterrent, since studies show that houses with monitored alarm systems are less likely to be targets of property crimes.

    Homeowners can also increase their home security by installing heavy-duty door and window locks, making sure their homes have adequate lighting, and keeping exteriors well-maintained in order to provide a good view from the street.

    Crime in Texas and a few other states is falling significantly thanks to a new approach to criminal justice. Hopefully that will continue across the country in the years ahead. In the meantime, Monitronics is committed to keeping our customers safe with the latest in home security equipment and monitoring packages.

    Sources: Lufkin Daily News – http://lufkindailynews.com/news/community/article_f51ea710-3990-11e6-8d6b-7b18e7ca1d9a.html

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