Tricia Morris

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 service and communication efforts on social media that need current stats to back up the argument for a greater investment...

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 eagerly promote their marketing messages, they weren't really thinking about those fans and followers posting and tweeting back with suggestions,...

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 many ways. Here are five takeaways that can be applied to achieving a gold-standard of customer service.1. One Person Represents...

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 recruitment. Earlier in the week, she had met a friend serving in the military and asked if he was familiar...

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, multi-channel customer experience. Here are seven customer service predictions from industry experts that speak to the near future of online...

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 how you look at it and how prepared your brand is. The SoMoLo (Social-Mobile-Local) customer demands a real-time customer experience,...

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 baby boomers – and they have great expectations for brands and customer service. Millennials extensively research and follow brands...

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 to a new global consumer study commissioned by NICE, half of the study's respondents cited the ability to achieve first...

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 of their patience? Says Guy Winch, a licensed psychologist and author of The Squeaky Wheel: Complaining the Right Way to...

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 and cars, to software and services. A recent study from Fleishman-Hillard found that 89% of consumers go directly to business...

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 of customer service, but that are frequently used by many customer service representatives today: 1. That's just our policy. Many noted...

Not All Customers Have Great Expectations, But They Do Have Some Expectations

Last week, my family and I went on vacation. On our way to South Carolina to board a Carnival Cruise, we stopped at an Olive Garden to have dinner. Did I have great expectations for the service at Olive Garden? No, but I did...

17 Sensational Customer Service Quotes to Inspire You this Summer

With staff in and out on vacation and beautiful weather causing co-workers to take a longer lunch or disappear a little early each afternoon, summer offers a substantial set of distractions. Whether it's the first day back post-vacation or simply facing Monday morning with...

Are B2Bs Prepared for Social Consumers? [INFOGRAPHIC]

A recent study from IBM predicts that social media will become the number two customer interaction method within the next three to five years. If that holds true, most B2Bs will have a lot to do in a short time to be prepared to...

5 Tips for Delivering Customer Service in 140 Characters or Less

Providing customer service in 140 characters or less; that's a challenge a growing number of companies are facing. A Maritz Research survey of approximately 1,300 Twitter users showed that 71% of customer complaints and questions posted to Twitter went unanswered, leading to our first...

12 Take-Note Online Customer Service Statistics for 2012

Since 2000, the number of internet users has grown by 528%. Almost a decade after customer service teams first embraced email as a support channel, consumers are now courting social media as the next evolution in customer service and support. Here are 12 noteworthy 2012...

7 Best Practices for Delivering Superior Customer Support via Live Chat

Live chat's bubble is on the rise in 2012, according to a new study of more than 2,000 US and UK online shoppers. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Life Chat Effectiveness report which shows one in five shoppers...

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