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Tricia Morris
190 followers -
Writer/editor by trade, Parature, from Microsoft blogger, #WVU alumna
Writer/editor by trade, Parature, from Microsoft blogger, #WVU alumna

190 followers
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This week the top five articles talk about how people should be treated, customer service skills, how customer service is key for organizational or brand alignment, customer service mistakes, and customer loyalty trends.

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Investing in the best people is just as important as investing in the best technology. - bit.ly/1Pscng9
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The 4 Ps of next generation customer engagement: predictive, preemptive, proactive, personalized.
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From the most important factors and challenges in customer experience, to multichannel customer service best practices, to where CRM is heading, here's a recap of some of the statistics and insights heard at this week's CRM Evolution and Customer Service Experience conferences: 

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2015 STATE OF MULTICHANNEL CUSTOMER SERVICE REPORT: 98% U.S. Consumers Say Customer Service Important in Choice of, Loyalty to Brands: 

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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:

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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%)....

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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....

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Today's inspiration for creating a more #customercentric culture... #custserv #CX
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