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Tricia Morris
Works at Parature, from Microsoft
Attended West Virginia University
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Employee engagement and customer engagement go hand in hand: "The internal customer experience determines the external customer experience." ~ via Shep Hyken
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Tricia Morris

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So very true! "One customer, well taken care of, could be more valuable than $10,000 worth of advertising."
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Seventy-five percent (75%) of consumers think companies should make answers to all their common questions available via smartphones (Synthetix); 72% of consumers have a more positive view of a company if it provides a mobile customer service app (Nuance). 
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 …
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Interested in learning more about knowledge management for customer service? ThinkJar Founder and Principal +Esteban Kolsky  tells what your brand or organization needs to think about this year:
ICYMM: In case you missed me. I often write in other blogs and properties and I am sure you don't have the same Google Alerts I do - which means you can occasionally miss my writings.  In an effort...
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From the CFO to the CMO, why everyone in the company should be a customer service representative:
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According to a September 2014 CMO Council Report, only 14% of respondents rated the customer-centricity of their organization as high; and only 11% believe their customers would say the same...
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In the 2014 Parature State of Multichannel Customer Service Survey, customers listed their top three frustrations as having to contact a brand or organization multiple times for the same reason (47%), being passed from agent to agent during a single interaction (43%) and impolite customer service representatives (37%).
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 …
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My son Adam is shaving his head to support kids with cancer.  He can use your help by donating or sharing this link with your network.  Thanks for making a difference. 
This St. Baldrick’s participant is shaving their head to raise money for childhood cancer research and stand in solidarity with kids fighting cancer! Make a donation to support their fundraising efforts.
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New blog post with articles and comments about the cus­tomer ser­vice journey, customer churn, mobile customer service, new hire training, how to treat loyal customers and more.
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Where is customer service heading? Please see some of my thoughts below, excerpted from +Parature, from Microsoft's new eBook featuring +Esteban Kolsky+Colin Shaw, Sumair Dutta, and Duke Chung - compiled by the talented +Tricia Morris 
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I actually think most people don’t want Google to answer their questions. They want Google to tell them what they should be doing next.” ~ Eric Schmidt, 2010

“When Eric Schmidt offered this quote, it was a bit controversial. But yet now, any search bar without autocomplete seems archaic. The confluence of multiple simultaneous technology advancements is changing the face of customer service. The world of powerful sensors and devices has created an explosion of data, processing power, and storage capability, which are enabling new possibilities.

While channel explosion, and richer digital media encroaches on traditional interactions, it is the engines that increasingly power these interactions that will continue to gain ground in 2015. The biggest and most important things in customer service in 2015 will be the continued advancement of self-service, predictive analytics, and recommendation engines.

Importantly, the next incarnation of what has traditionally been known as knowledge management is a critical core to enabling customers to get the answers they need – fast, accurately, and in the context of what they’re trying to accomplish. But if Eric Schmidt was right from a search perspective, I believe he was also right from a customer service perspective. Excellent customer service goes beyond providing the customer with an answer to the question they’re asking now.

While more customer service interactions will continue their transition to digital channels, machine learning will begin to make its presence felt in small ways that not only provide a direct answer to the query, but will likely also provide recommendations for additional content, products, and services that are relevant to what the user is trying to accomplish. Ask a question about a ripped raincoat; answers and queries from previous conversations and knowledge bases will surface with better accuracy. But we’ll also see new raincoats for sale, raincoat patch kits, windshield wipers, and perhaps a link to the RMA process in context, as well.

These recommendation engines will also be available to customer service reps governed by organizational guidelines, priorities and security access. Done right, the mish-mash of data and capabilities will be properly architected to help company and customer achieve the optimum shared value outcome.

New capabilities are continually pushing the envelope to stretch the boundaries of customer expectations. In 2015, we’ll see an extension of these as leading organizations attempt to continue to leverage technology to create better experiences for their customers (undoubtedly with failed experiments along the way)."

#cx   #customerservice   #custserv  
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 …
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Tricia Morris

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“The customer’s perception is your reality.” ~ Kate Zabriskie
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If sales, marketing and customer service were siblings, sales would typically be perceived as the outgoing one; marketing as the favorite that gets the biggest allowance, and customer service as the child that stays in his or her room most of the time doing homework, never really asking for much attention.

If you’re old enough to have watched The Brady Bunch, sales equals Cindy; marketing equals Marcia, Marcia, Marcia and Jan is customer service...
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People
Have her in circles
102 people
Jon Borillo's profile photo
CX Group's profile photo
Christopher Jackson's profile photo
Jennifer Rai's profile photo
Patrick Hogan's profile photo
Malika Vishnu Patel's profile photo
Sprout Content's profile photo
Hani Ezeldin's profile photo
Khurram Chaudhry's profile photo
Work
Occupation
Sr. Product Marketing Manager
Employment
  • Parature, from Microsoft
    Sr. Product Marketing Manager, present
  • Bellagurl Publishing, Marketing and Advertising
    Managing Editor
  • NCCOAST Communications
    Managing Editor
Basic Information
Gender
Female
Other names
Tricia Wygal
Story
Tagline
Writer/editor by trade, Parature, from Microsoft blogger, #WVU alumna
Introduction
Tricia promotes Parature, from Microsoft's focus on customer service tips and trends for major industries including government, tech, higher education, software, gaming, retail and more through Parature's customer service blog. Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet and social media to provide outstanding customer service. Visit parature.com.
Education
  • West Virginia University
    News-Editorial Journalism
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