Ashley Verrill leads Software Advice's content team as the company's Content Strategist. She also writes for the Customer Service Investigator and is a contributor to GigaOm and Her work has been cited in many notable publications, including WiredThe New York Times, Inc., Forbes and TechCrunch.

Currently, Ashley’s research focuses on uncovering strategies that have led companies such as The Ritz-Carlton Hotel Co. and Zappos to become the most successful customer service organizations in the world. She has conducted primary research to understand and evaluate the customer experience with top consumer brands, such as Apple, Starbucks and Coca-Cola.

In addition to her research, Ashley has interviewed and collaborated with some of the top thought leaders in the customer service and technology world, including Shep Hyken, Ray Wang, Micah Solomon, Doc Searls and Denis Pombriant. She was invited to speak at the 2013 Hewlett-Packard Social Support Summit, where she discussed the results of a research project called the “The Great Social Customer Service Race.”

Recent Articles

Social Support #Fail: How Experts Would Fix 8 Twitter Missteps

Our experts identify the 8 biggest social support mistakes companies make on Twitter, and provide steps on how to fix them.

How Dell Increased Support Productivity by 25% Through Effective Chat Training

Since launching its training program seven years ago, Dell has increased the number of issues handled per agent by 25%. We reveal their...

Why McDonald’s Is Focusing on Speed of Service Over Service With a Smile

Despite customers saying friendliness is important, McDonalds is addressing “broken” service by addressing issues with speed. We...

Is Amazon’s Mayday Support Model Right for Your Organization?

This article will explore 4 key considerations organizations should make to decide whether Amazon's MayDay support model is right for...

A Zappos Lesson in QA Management

Want to know how Zappos runs its quality assurance program? Find out what secrets they've picked up over the years.