Tricia Morris

6 Ways to Take the Lead in Customer Self-Service

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). But making things easier always begins with hard work. Expectations for, and of, self-service are growing at a...

7 Big Benefits of Giving Employees the Knowledge They Need

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. This typically leaves employees feeling the organization doesn’t offer much information at all, or if they do, that’s...

5 Top Customer Service Takeaways from CRMUG Summit

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s...

13 Shocking Customer Service Statistics

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden...

2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in...

INFOGRAPHIC: 2015 U.K. State of Multichannel Customer Service

With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010, it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for...

Customer Service Employees are Among the Least Engaged: What’s One Way to Change That?

A new report from Quantum Workplace shows a disturbing statistic for one of the most important departments in any organization. The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R &...

20 Top Customer Focused Takeaways from CRM Evolution

While there were more than 200 top takeaways from the recent 2015 CRM Evolution conference chaired by Paul Greenberg and the accompanying Customer Service Experience conference chaired by Esteban Kolsky, here is the long and short of top takeaways when it comes to customer...

Government Customer Service: Lead the Campaign to Improve Public Perception

In a new Government Business Council Report titled The Path to Customer-Centric Service, 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of...

NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer...

00000 With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010, it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for...

6 Things Every CEO Should Know about Customer Service

Let’s face it. Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1....

Self to Assisted Customer Service: Are You Passing or Dropping the Baton?

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service, it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves. For...

Would Your Brand Win the Customer Service Popular Vote?

In watching the coverage of the 2016 U.S. presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. A May 28 Quinnipiac national poll asked a sampling of American voters...

7 Ways Customer Service Can Support Sales

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers. But often, there is a disconnect between sales and customer service where the two...

Wanted: Customer Service Change Agents for Contact Centers

Customers are changing the game when it comes to customer service, by changing the channels they use most. For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey, respondents now say they are using self-service FAQ...

To Move Forward in Customer Service, Measure Outcomes Instead of Interactions

Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of consumers’ hands 24 hours a day/seven days a week, to social media providing customers with a megaphone for asking questions,...

10 Things Mom Can Teach Us About Customer Service

Many successes in life have been and continue to be built from the best advice mom gave us. For example, Virgin Group founder Richard Branson says the best advice he ever received was from his mom, Eve, who told him to never look back, than...

Customer Service: The Next Frontier and Why We Should Continue to Push the Limits

In 2004, when my oldest son was eight, we visited NASA’s Johnson Space Center on our way to Galveston, Texas. On the tour, we saw the podium where, in 1962, President Kennedy boldly stated that the United States would send a man to the...

To Engage Customers, Empower Employees with Knowledge

A great customer service quote from Shep Hyken states that, “the internal customer experience determines the external customer experience.” And while there are many facets of the internal customer experience that affect the external customer experience, one of the most basic yet impactful on...

Social Customer Service: Brands May Not Love It, But They Cannot Leave It

In 2012, an IBM survey of approximately 1,700 CEOs around the globe predicted that social media would become the number two customer interaction channel behind phone somewhere between 2015 and 2017. A 2012 Gartner Predicts said that by 2014, refusing to communicate with customers...

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