Author Archive | Tricia Morris

No Small Change: Rethinking the Retail Customer Experience

Blog post by on April 11, 2014

Today’s retail customer is always shopping around, but while price and quality consistently bring customers to the table, it’s increasingly the customer experience that completes the sale and makes all the difference between buy, buy, buy and …

Social Customer Service Isn’t Going Anywhere

Blog post by on April 5, 2014 Editor's Pick

There has been quite a bit of talk lately that social customer service isn’t going anywhere, and that some brands are beginning to phase out or give up on social monitoring and response, especially around customer care. …

7 Attributes Shaping the ART of the Customer Experience

Blog post by on April 2, 2014

In a recent Constellation Research report and related blog post, principal analyst R “Ray” Wang discusses the current shift in digital business from a focus on “selling products and services to promising outcomes and experiences.” With this …

New IBM Study Says CIOs Have a New Boss – The Customer

Blog post by on March 15, 2014

A newly-released report from IBM’s Institute for Business Value shows that top CIOs are moving from a focus on the back-office to the front-lines as customer engagement and customer experience become key to winning business strategies. The …

3 Tips for Creating a More Consistent Customer Journey

Blog post by on March 9, 2014

As more and more brands and organizations adapt to providing customer service and engagement across more and more channels, clearing that hurdle only leads to the next: creating consistency across the customer journey. A recent report by …

14 Bright Ideas in Customer Engagement from Parafest 2014

Blog post by on March 5, 2014

Parature’s 2014 users’ conference brought together some of the best and brightest in customer service and customer engagement. While there were at least 2014 great takeaways from this year’s conference, here are 14 top tips, best practices …