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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.

Groupon’s CEO Let Go: The Best Part of Andrew Mason’s Letter That No One is Talking About

As I was watching CNN this morning while getting ready for work, one of the feature stories was on the firing of Groupon CEO...

Consumers are Willing to Spend More on Excellent Customer Service, But are Businesses?

According to the 2012 American Express Global Customer Service Barometer, two thirds of surveyed consumers are willing to spend more with a company they...

Mobile Engagement: Make it Easy for Your Customers Holding the Phone

According to Pew Research, 66% of consumers now use their smartphone to make purchase decisions. Half have used mobile devices to search for products...

New J.D. Power Report: Social Marketing + Customer Service = Increased Purchase Intent

A new study shows brands that can both walk the walk and talk the talk (deliver effective service and produce effective marketing) on social...

Nobody Puts Baby in a Corner: It’s Time for Social Customer Service to Shine

"Nobody puts baby in a corner." It's one of the most-quoted lines from the now classic movie "Dirty Dancing." Patrick Swayze's character walks in...

Citizen Satisfaction on the Rise for Federal Government – Better Websites Spur Increase

For the second year in a row, American satisfaction with services provided by the federal government has increased, spurred by improved online experiences. The...

7 Customer Service Lessons from a Jedi Master

Sometimes good advice comes from unexpected sources. When Luke Skywalker goes to Dagobah in The Empire Strikes Back, he's looking for someone who matches...

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...

2013’s New Need-to-Know Online Customer Service Statistics

According to a recent survey by Deloitte, 60% of consumers say they are going online more often to find the best products and services...

Content is King (Not Just in Marketing, But in Customer Service, Too)

Content marketing has been a hot topic for well over a year now, but have we truly realized the value in incorporating customer service...

How to Build Your Own Customer Service Hero Story

I'm always fascinated by the customer service hero stories that emerge in the media. Take for instance LEGO's recent hero story which involved a...

What Creates Consumer Trust in Businesses, Government? The 2013 Edelman Trust Barometer Says

Consumer trust in business and government is up from 2012, but organizations still have a long way to go, especially CEOs and top leaders,...

How Facebook’s Graph Search Will Change Customer Engagement

More than one billion people like and comment on Facebook posts and pages an average of 3.2 billion times every day. Are they liking...

Breaking Bad: 4 Ways to Finally Improve Customer Service on Twitter

According to the Acquity Group's December 2012 Brand Ecommerce Audit, 71% of big brands are still leaving customer tweets unanswered. The study examined 50...

Millennial Customers: The Next Generation’s Great Expectations [INFOGRAPHIC]

Millennials, commonly grouped as those born between 1980 and 2000, are a force to be reckoned with in terms of customer service and customer...

How Disney Magic will Pave the Way for Increased Customer Personalization

A spoonful of sugar is the way to make increased customer data collection go down, and Disney plans to do it in the most...

The Role of Customer Service in Higher Education

With arguably one of the most connected, growing and frequently-changing audiences, higher ed is making use of some of the private sector's most successful...

12 Customer Service Quotes to Inspire You in 2013

If your resolution is to deliver better customer service as an individual, team or an entire organization, here are 12 customer service quotes to...

Will Your Customer Service Rank Among the Best or the Rest in 2013? [INFOGRAPHIC]

Will your organization be among the best or the rest when it comes to customer service this year? A new multi-channel customer service report...

Social Customer Service: With Great Power Comes Great Responsibility (Now Who Wants It?)

Like it or not, social media has become a mainstream communications channel. What makes it so appealing for consumers is that it's usually the...

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