Tricia Morris

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...

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,...

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