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.
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...
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...
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...
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...
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...
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...
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...
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...
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...
Make Room in Your Budget for Customer Engagement
According to eMarketer, annual ad spending in the U.S. alone is projected to top $175 billion this year and reach nearly $200 billion by...
The 5 Habits of Customer-Centric Companies
We all have a set of set of books that we have read or plan to read for professional development in our industry, and...
How Social Customer Service & Engagement Agents Are Making a Big Difference
In customer service and engagement, technology is a terrific tool, but it’s still the people that make all the difference. This is especially true...
7 Ways Customer Service Can Support Sales
If your brand’s fortunate enough and works hard enough at service and engagement before and after the sale, a one-time customer can become a...
3 Best Practices for Better Government Customer Engagement
If you follow the news (or even if you don’t), you know many government agencies are struggling right now with delivering efficient and effective...
Customer Satisfaction: It’s About Time, Says New Survey
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,...
10 Top Customer Experience Takeaways from Gartner Customer 360
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2014 Gartner Customer 360 Summit, here are 10 terrific...
Customer Service as a Differentiator: The “My Pleasure” Principle
What did Burger King, McDonalds, Taco Bell, KFC or your favorite retailer, cell phone or utilities company’s service staff say to you the last...
10 Things Mom Can Teach Us About Delivering Exceptional Customer Service
Now that we’re adults, most of us are ready to admit that the advice our mom gave us was actually pretty good. “Eat your...
It’s Time to Put Service in Your Customers’ Hands
Customer service channels aren’t changing; there are just a whole lot more of them these days, including two top game changers: social and mobile....
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...