Tricia Morris

Customers’ Desire for Speed, Convenience Fuels Growth in Self-Service

For the greater part of the early 20th century, full-service gas stations ruled the roads, with customers frequenting the brands of their choice to pull in, sit a spell and not only have their gas tank filled by a live attendant, but their windshields...

21 Quotes to Inspire a More Customer-centric Culture

A recent Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key brand differentiator. Many say that it already has. Forrester Research has also been consistently driving the message that we are now living in the Age...

5 Reasons Why It’s Time to Chat with Your Customers

Chat has always been right on the bubble in terms of becoming a commonly used customer service channel. But since social media and texting have made short messaging the mainstream method of communication, chat is now being adopted and deployed by more companies across...

Practice Random Acts of Customer Service Kindness (#RAKweek2015)

Have you ever received a handwritten thank you note; had an old friend reach out just to say hello or that they’re thinking about you; had a coffee paid for by the person in front of you, or had a co-worker leave a post-it...

Don’t Make Customers Feel Like Bill Murray in Groundhog Day

In the movie Groundhog Day, Bill Murray plays dreary weatherman Phil Connors, doomed to repeat the same conversations over and over again until spurred by the revelation that he can change everything simply by improving his interactions with people. Having to repeat yourself again and again...

Why the Right Answer in Customer Service Means Everything

Ever received the wrong answer or information from a customer service agent and had to call back? Ever received different answers from different people or different support channels? Ever been to a business or organization’s support portal and not been able to find the...

5 Reasons Mobile Customer Service Must Be a 2015 Priority

Think about the growth of the mobile device market. Smartphone purchases have already surpassed PC purchases, but by 2017, 87% of the worldwide smart connected device market will be tablets and smartphone, with PCs (both desktop and laptop) being just 13% (IDC). This year,...

5 Customer Service Trends That Deserve and Demand Your Focus

As time and technology advance, customer service delivery – with the continuing emergence and convergence of service channels – is becoming increasingly complex. Yet, from the customers’ perspective, service should appear seamless, and seem effortless, across channels. But, as any customer service representative or team...

15 Customer Service Predictions for 2015 & Beyond

“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands...

5 Customer Service Best Practices to Take to the Bank

From an industry that’s seeing some of its most satisfying service statistics ever, as well as some of the least, making an investment in consistently satisfying service and information delivery will be key to the banking industry, and a differentiator for leading institutions, going...

The Customer Wish List for Holiday Service and Support

The holiday shopping season is just around the corner, and do you know what that means? Someone is inevitably going to be injured right after Thanksgiving dinner fighting for a sweet deal on an Xbox One, or worse, a $10 blender. And that folks,...

The 80s Called. They Want Their Customer Service Back…

I’ve read a lot of customer service reports lately that show, in 2014, the telephone still remains the preferred customer service channel. The NICE Global Customer Experience Survey shows that 88% of more than 1,000 respondents still rate the telephone as their most-preferred channel....

No Small Change: Rethinking the Retail Customer Experience

Today’s retail customer is always shopping around, but while price, quality and brand name consistently bring customers to the table, it’s increasingly the customer experience (in store, online, via mobile and social) that keeps the customer and makes all the difference between buy, buy,...

Pleased to Beat You: Customer Service Needs Better Rivalries

“Being on par in terms of price and quality only gets you into the game. Service wins the game.” - Dr. Tony Alessandra, Author and ConsultantIt’s football season people, and one of the best things about football season (college or pro) is the opportunity to...

To Amplify Brand Loyalty, Give Customer Service a Bigger Voice

If sales, marketing and customer service were siblings, sales would typically be perceived as the outgoing one; marketing as the favorite that gets the biggest allowance, and customer service as the child that stays in his or her room most of the time doing...

10 Top Customer Experience Takeaways from CRM Evolution

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2014 CRM Evolution conference (and the adjoining Customer Service Experience conference), here are 10 terrific customer service and customer experience insights shared by key speakers and analysts at the...

INFOGRAPHIC: 2014 State of Multichannel Customer Service

A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are creating both greater and faster service expectations across the board. The survey, which gauged the responses of...

In Customer Service, It’s What You Say and How You Say It

Whether it’s answering the phone, an email, a chat, a ticket or a tweet, what you say and how you say it makes a big difference. Satisfactorily handled customer service interactions are associated with high levels of brand loyalty, but while it’s easy to...

Lack of Knowledge Hurting Customer Self-Service Success

With the heightened customer expectations of today, investments in customer service (both assisted and self-service) must be made to keep up with demands. Backing this notion is a recent study by Bain & Company that reveals 80% of companies believe they are delivering a...

One Does Not Simply Walk Into Customer Loyalty

According to the latest COLLOQUY Loyalty Census, the average number of loyalty program memberships per U.S. household stands at 21.9, yet less than ten of those memberships are active ones, and this number has been decreasing since 2010. And while U.S. brands can collectively boast...

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