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.
Social, Mobile and the Convergence of the Twain
Social, mobile, SoMoLo, SoMoGlo, SoMoClo, social TV, click-to-call… as more and more communication channels begin to merge and meld, it becomes more and...
Recognizing Random Acts of Kindness During Customer Service Week
"Remember there's no such thing as a small act of kindness. Every act creates a ripple with no logical end."If you've ever had someone...
5 Quotes of the Day for Customer Service Week
October 7 – 11 is Customer Service Week, a week dedicated to raising awareness about the importance of customer service and to remind customers...
Poor Customer Experience? 74% of UK Consumers Will Switch Brands
As global online competition makes it more difficult for brands to differentiate on product and pricing, it's customer service and the customer experience that...
Mobile Matters: 10 Must-Read Mobile Customer Engagement Statistics
For brands and organizations seeking to establish a better connection with consumers and their customers, mobile isn't just another communication channel; it's now a...
Social Customers: Don’t Make Me Angry; You Wouldn’t Like Me When I’m Angry
Even if you're not a comic book fan, you're most likely familiar with the storyline of The Incredible Hulk. After being exposed to high...
It’s Official: Social CRM is No Longer a Trend You Should be Watching
Google the term "social CRM" and you'll get more than a million results – literally. Along with gamification and big data, social CRM has...
Addressing the #1 Customer Service Expectation: It’s About Time
What's the fastest way to make a customer happy? Solve their problem or answer their question (effectively) in far less time than they ever...
Consistently Good Customer Service Has Knowledge at Its Core
Knowledge is the only instrument of production that is not subject to diminishing returns. – J.M. ClarkTo attract and retain more customers, brands must...
Your Brand is in Your Customers’ Hands
There is an extreme power shift happening right now between brands and consumers, fueled by human emotion and the convergence of disruptive technologies. In...
Ask.com: Working to Make 100 Million Customers Feel Like One in a Million
While technology is a great facilitator in improving the customer experience, the drive and dedication to use it to its full potential, and then...
14 Game-Changing Customer Service Quotes
It's football season, and if you want the perfect example of fervent, long-term customer and brand loyalty, look no further than the fans of...
Millennial Customer Expectations At Any Age
While all consumer demographics have increased expectations for multichannel customer service, it's the world's newest and biggest generation of customers that are creating a...
Brand Twitter Profiles Multiplying: How Much is Too Much?
How many Twitter profiles should a brand maintain? One? Two? Forty-four? A new report from Brandwatch, Brands on Twitter 2013, shows a growing trend...
Customer Service, The Next Generation: 8 Megatrends Evolving Customer Service
The customer service landscape is changing at a blinding pace as emerging technologies and their convergence make keeping up, much less pulling ahead, a...
5 Top Social CRM Takeaways from CRM Evolution
Within a very short time span, the business world has witnessed social media go from wow to now. Some brands have embraced it; others...
Brace for Impact: Holiday Retail Sales, Service Must Master Mobile
It's just three months until another Black Friday and Cyber Monday, but who's counting? Only every major retailer that thrives on holiday sales…. And while...
Something Everyone Can Agree Upon (Hopefully): Better Government Customer Service
Earlier this month, the U.S. House of Representatives approved a bipartisan bill focused on setting standards for, and improving customer service from, federal agencies....
NEW REPORT: Social Business is Here to Stay
Social business is up and coming and for sure, here to stay, according to a new global executive study from MIT Sloan Management Review...
Loyal Customers or More Twitter Followers? Decisions, Decisions
Did Chipotle jeopardize the respect of many brand-loyal customers in exchange for 4,000 new Twitter followers? In its recent publicity stunt to celebrate its...