Tricia Morris articles
nTelos Wireless: Connecting with Customers across More Channels
In a highly competitive telecommunications industry, nTelos Wireless is striving to inspire increased customer loyalty by connecting with its customers to deliver the best value and experience, no matter…
5 Best Practices for Providing Customer Self-Service with a Full-Service Feel
From banking to bill paying, self-service is the new norm. Consumers are increasingly being empowered to do almost anything themselves online, from checking prices to checking in at the airport.
3 Ways Government Customer Service Can Win the Popular Vote
A number of recent polls regarding government customer service show that the general public is feeling more and more like second-class citizens these days.
5 Reasons Mobile Customer Service Must Be a 2015 Priority
Think about the growth of the mobile device market.
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.
5 Customer Service Best Practices to Take to the Bank
From an industry that’s seeing some of its most satisfying service statistics ever, as well as some of the least, making an investment in consistently satisfying service and information delivery…
13 Startling Customer Service Statistics
In October, with 2015 lurking just around the corner, it’s frightening to think just how much customer service and the customer experience are impacting the reputation and bottom lines of brands…
Social Customer Service Isn’t Going Anywhere
There has been quite a bit of talk lately that social customer service isn’t going anywhere, and that some brands are beginning to phase out or give up on social monitoring and response, especially…
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 retail customer experience (in store…
Learn How Quark Doubled its Net Promoter Score with Customer Care, Customer Service & Knowledge Management
Quark: Revolutionizing Publishing, And Now Customer Service… Many software companies come and go, but Quark is an example of a brand that has stood the test of time via continuous reinvention and innovation…