Tricia Morris
Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.
How Higher Ed Can Master Student Recruitment on Social Media
While college alumni love their school's game day Facebook photos and posts about events and traditions, prospective enrollees want more informative social media content...
Building Brand Advocates [INFOGRAPHIC]
Brand advocates are consumers and business buyers, usually with a large online network, who frequently recommend brands, products and services without any expectation of...
15 Customer Service Metrics To Measure
No man is an island, entire of itself. Each is a piece of the continent, a part of the main. The same goes for...
Making a Better Connection with Mobile Customers
As the holiday shopping season approaches and businesses determine their 2013 budgets, a growing consideration should be establishing a better connection with mobile customers....
One Industry’s Expectation is Another’s Customer Service Goal
The hospitality industry is one that, as defined by its name, must deliver a cut-above customer experience on a daily basis. Accommodating and delighting...
Are Your Customers Telling You Thanks for Nothing?
You know that awkward moment when you reach out to shake someone's hand, and for whatever reason, they don't extend theirs in return? It's...
Customers Want Real People, Not Robots on Social Media
Recent studies have shown that the world's 100 largest companies get nearly six million combined mentions on Twitter every month. But are companies listening;...
7 Ways to Save Your Customers Time
We live in a world of increasingly immediate gratification. 7-Elevens are now being equipped with mashed potato and gravy dispensers, for goodness sake. Things...
The Voice of the Customer on Social Media [INFOGRAPHIC]
Today, social media reaches 82% of the world's population and empowers that same number to voice their opinions to all who will look and...
4 Reasons Why Customers Turn to Social Media for Service and Support
When brands first began to use social media and made it their goal to collect thousands of fans and followers to which they could...
23 Startling Social Media Statistics
Customer engagement on social media is a growing need and a growing expectation. For businesses and organizations looking to increase or improve their customer...
5 Lessons from the 2012 Olympics to Inspire a Gold-Standard of Customer Service
Every four years, the world is treated to an inspiring showcase of personal and team excellence. The Olympics serve to motivate us all in...
Associations Increasing Use of Social Media for Member Service and Communication
Recently, while catching up with a friend, she shared a story which might sound familiar to association management staff with a focus on member...
7 Take-Note Online Customer Service Predictions
Customer service delivery is evolving at an accelerated pace, as are the emerging service channels that are driving the push for an agile, real-time,...
SoMoLo: A Profile of Today’s Connected Customer [INFOGRAPHIC]
Two of the most disruptive technologies in the last decade have combined to create a customer experience challenge – or opportunity – depending on...
12 Considerations for Connecting with Millennial Customers
Millennial customers, commonly defined as the age group now between 12 and 34-years-old, represent the largest and most unique segment of customers since the...
First Contact Resolution: 6 Tips for Getting Customer Service Right the First Time
Perhaps one of the most important, yet least measured (and also most difficult to measure), customer service metrics is first contact resolution (FCR). According...
When Customers Attack: The Psychology Behind the Upset Customer
"Don't make me angry. You wouldn't like me when I'm angry…." What turns an otherwise mild-mannered customer into an ireful individual pushed past the limits...
3 Ways to Use Content To Successfully Serve Customers
Within the last five years, consumers have become skilled product and service researchers, consulting the internet for information and advice on everything from computers...
The 6 Worst (and Best!) Phrases in Customer Service
From business blogs, to LinkedIn groups to informal polls, we've scoured the web for the phrases that a majority view as the dirty words...