Tricia Morris

How Many Employees Does It Take to Break the Customer Experience

Just one. And unfortunately for most organizations, the customer experience is breaking or splintering hundreds if not thousands of times daily – from how customers are greeted, to differences and inaccuracies in the information they receive depending on the channel, department or individual they connect...

2016 Customer Service Trends: “Humanless” Customer Service Driving Change

As we start talking about self-service, virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options...

Is the Force Strong with Your Customer Service Team?

00000 Ever since I was little, I’ve loved Star Wars. When Episodes I, II and III came out in the late 1990s and early 2000s, I enjoyed those very much. But there was always something about the characters from episodes IV, V and VI –...

3 Customer Service Lessons (Past, Present and Future) from A Christmas Carol

00000 A Christmas Carol by Charles Dickens has been inspiring change for well more than a century. It was written by Dickens to inspire social change, but also in hopes to change the direction of Dickens’ waning career. Lessons from the holiday classic can be applied...

Customer Experience Consistency: What Your Employees Don’t Know Can Hurt You

“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016, 89% of companies expect to compete mostly on the basis of customer experience (compared...

The 2015 Wish List for Holiday Customer Service

The holiday shopping season is upon us, and do you know what that means? Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock...

Government Customer Service: 3 Ways to Get Better Even as Budgets Get Smaller

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index...

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...

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