Fri.Nov 20, 2020

Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service


This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits.

Brandwatch’s 50 Most Influential People on Twitter 2020

Brandwatch CX



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An Open Letter to My Friends in IT

Heart of the Customer

Dear IT colleagues, This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency.

Your Totango Product Update -Thankful in Fiji


Hi, While the trees continue to bolster bright red and orange it is a great time of year to be grateful for what we have.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

5 call center KPIs you need to track right now


Measure twice, cut once. Any carpenter will tell you that. The same goes for contact center KPIs. Having the right metrics to measure and the tools to track them is the best way to make meaningful changes to your contact center’s performance.

More Trending

Kudos to You — and to the People We Depend on Everyday


As we find ourselves entering the strangest holiday season we’ve ever experienced, we want to be sure that while we can’t celebrate together this year, that we still give thanks to our exceptional people and clients.

The 3 Reasons Customers Pushback or Ask for a Supervisor, and What to Do About It

Myra Golden

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want.

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Q&A: How To Transform Reviews Into Recurring Revenue


Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities.

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Birdeye ranks on Deloitte’s list of 500 fastest-growing companies


We’re happy to announce that Birdeye has ranked on Deloitte’s Technology Fast 500 , a ranking of the 500 fastest-growing companies in North America from 2016-2019. During this time period, Birdeye grew a stunning 329%.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Advantages Of Adding Chatbot For Website


When you’re trying to run a business successfully, you have to automate your work process to increase profits. In the business world, your customers always want fast responses to their queries. They want to interact with your brand without filling a long-form.

The Best Practices to Attract and Retain Legal Clients

Magellan Solutions

Law firms are also businesses. They need to attract and retain clients. But just like in any other business, these tasks are often challenging. Strengthening your legal marketing strategy is an option. But this would need a lot of effort. And it can also affect your focus on core activities.

How to Remove Yourself From Data Brokers

CSM Magazine

We all love to protect our own identity and space. That’s why we live in separate houses; have our own possessions, sleep in our own beds. It is important to us, that what is ours is private, and if there is a decision to make information public, it is a deliberate one.

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Top Customer Success Conferences in 2021


Mark Your Calendars Now! . Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everything changed.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Six Things Customers May Be Reluctant to Share With Auto Insurers

CSM Magazine

Like most things in life, when people are shopping for car insurance, they are looking for a deal. Saving money is the name of the game, so it’s not surprising that when filling out a car insurance application, many people lie or omit information in order to try to get a lower rate.

Process Automation: The Key to Business Continuity for Financial Service Providers ?


The economy has entered a recession. But unlike the last major economic downturn, the cause did not originate with the financial services industry itself due to poor regulation and debt defaults.

Nov 20 – Customer Success Jobs


Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Watch: CRM Hack on Churn Factor, B2CRM Weekly News Update, and CRM Analysis on Zara


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on Churn Factor, and a deep analysis on the well known Spanish apparel retailer Zara.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Your Ultimate Guide to Employee Engagement Surveys

ProProfs Chat

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark.

Top 10 Customer Relationship Management (CRM) Trends for 2021


Evolving times have led the CRM (customer relationship management) system to boost up from a mere tool to an all-in-all contact management software. To be a vital part of the game and to give your business an edge over the competition, being aware of some of the best CRM trends could favor you.

Delighted’s retail customer experience guide for 2021 and beyond


Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use.

Crictical touchpoints that make or break the customer experience


Download this Ebook. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Trust In The Age Of The Customer

Forrester's Customer Insights

One of the best parts of being a Forrester analyst is having the time, space, and data to wrestle with abstract, complex concepts that inevitably influence business today and in the near future.

A practical guide to getting started with Customer Journey Orchestration


Download this Ebook. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource

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A Guide For Finserv Leaders On Building Their Financial Well-Being Program

Forrester's Customer Insights

The COVID-19 pandemic and the resulting lockdowns have severely impacted the finances of millions of customers globally. The pandemic has also changed how customers bank, get insurance, and manage their finances.

5 Digital Technologies Transforming Contact Center Customer Service

Smarter CX

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. From a host of stunning new capabilities driven by AI to a migration to cloud-based services, and from an overhaul in both internal and customer-facing communication to message error removal technology, it’s an exciting, unprecedented period for contact centers.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.