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Tricia Morris
Works at Parature, from Microsoft
Attended West Virginia University
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Tricia Morris

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"Help you I can, yes..." #Maythe4thBeWithYou  #CustServ
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Tricia Morris

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According to the 2014 report from Aberdeen Group, Social Customer Care: Steps to Success authored by Omer Minkara, companies that maintain a social customer care program experience a 5.6% year-over-year increase in first contact resolution, a 6.7% increase in revenue per contact, and a 7.5% increase in customer retention (while companies with no social customer service strategy see a positive change of just 2.9%)....
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 …
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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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Have her in circles
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Tricia Morris

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The saying goes that “hindsight is 20/20,” but a little insight never hurt anyone either in developing and improving their current and future vision. When it comes to customer service and what brands and organizations should be focusing on today and in the near future, here are some statistics and predictions that should help to make that focus, and your brand or organization’s 2020 customer service vision, more crystal clear:
The saying goes that “hindsight is 20/20,” but a little insight never hurt anyone either in developing and improving their current and future vision. When it comes to customer service …
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According to the 2014 American Express Customer Service Barometer, 99% of consumers surveyed said that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the important prerequisites to great customer experiences....
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 …
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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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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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People
Have her in circles
105 people
Naeem Ahmed's profile photo
Sprout Content's profile photo
angelic bojangin's profile photo
Annette Franz (Gleneicki)'s profile photo
Micaela Aldrich's profile photo
Hany Elsayed's profile photo
ali asd's profile photo
Barbara Johnson's profile photo
Infographic Awesomeness'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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