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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.

Customer Service Trends Companies Can’t Ignore in 2013

Industry trend predictions cause varying levels of stress for the organizations they impact. Service directors would love to be on pace with every significant...

The 10 Customer Service Secrets of St. Nick

What customer service best practices can we learn from the man, the myth, the holiday legend? Here are ten takeaways for true believers in...

6 Customer Service Trends to Watch in 2013

"I like stepping into the future. Therefore, I look for doorknobs."As we look ahead to what will affect and change our customer service priorities...

5 Ways Private Sector Customer Service Best Practices are Paying Off for the Public Sector

What does the government have in common with Zappos and Amazon.com? Probably more than you think. Over the past few years, the government has...

5 Ways to Stay on Top of the Customer Service Nice List This Year

While all businesses want to be on the nice list when it comes to customer service, sometimes budgets, bah-humbug policies and the pressures of...

Social Media Trends to Watch in 2013: Convenience, Personalization & Transparency Rule

What does the near future of social media hold? Influential marketing expert Rohit Bhargava recently gave a sneak peek of seven of his annual...

Parature’s Best Customer Service Advice Series: Part 3 – Expert Insights

Recently, Parature asked a group of customer service professionals from around the globe to offer their best customer service advice. From managers to CSRs,...

Lessons Learned: The Top 10 Twitter Mistakes of 2012

For brands, there's perhaps nothing more daunting than the virality of social media. Careless posts, tweets and video can go to newsfeeds, be retweeted,...

Making the Brand: Redefining Reputation through Service

Not so long ago, a brand's marketing strategy revolved around pushing products through expensive advertising campaigns and rich print and online collaterals. Now, pre-...

Parature’s Best Customer Service Advice Series: Part 2

Recently, Parature asked a group of customer service professionals from around the globe to offer their best customer service advice. From managers to CSRs,...

Parature’s Best Customer Service Advice Series: Part 1

Recently, Parature asked a group of customer service professional from around the globe to offer their best customer service advice. From managers to CSRs,...

“Nexus of Forces” Will Shift the Balance of Power in Customer Service

Four powerful influences are converging to form a customer service perfect storm for big brands. Gartner calls the confluence of social interaction, mobility, information...

Social Customers’ Great Expectations: 83% Want a Response Within a Day

Ready or not, customers are moving to social media, either because they've had trouble contacting you on other channels, because they like the convenience,...

Customer Delight Doesn’t Have to Cost Big Bucks; It Just Takes Small Change

Customer delight: it's one of the major differentiators that have placed Zappos, Starbucks and Apple on a customer service and earnings pedestal. But for...

6 Steps to Defuse (and Retain) the Upset Customer

According to the Customer Experience Impact Report from Harris Interactive, 86% of consumers will stop doing business with a company if they are dissatisfied...

Self-Service, Social Media Power Better Customer Service for Utility Companies

There's a nightmare brewing for East Coast utility companies: FrankenStorm, a monstrous merger of hurricane and winter storm that could inflict $1 billion in...

Who Holds the Keys to Your Brand Reputation on Social Media?

Halloween is just around the corner, but some big brands have already had some scares this month due to social media administrators posting personal...

5 Weeks Until Cyber Monday: 4 Ways to Improve the Customer Experience

The big deals, one-day discounts, mad rush and limited inventory: Black Friday and Cyber Monday can test even retail's best, but a strong performance...

Customer Service Automation Shouldn’t Overtake the Human Element

While customer service automation does indeed provide the opportunity to do more with less human involvement, organizations shouldn't look at it that way. Customer...

When Sir Patrick Stewart Tweets for Customer Service, Make It So

Time Warner Cable recently became the latest brand to fall victim to a viral customer service complaint on social media – and this time...

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