Mercer Smith’s Post

"And if you've come this far, maybe you'd come a bit further." Together at last: The Shawshank Redemption & CSAT Surveys. Some shy away from detailed CSAT surveys - they're more intense than their NPS cousin - require more time from customers, more thought, and written feedback versus just the click of a radio button. But if customers are committed to your shared success, they will come a bit further and share the gift of that detailed feedback. And like any gift, respond accordingly: 🙏 Immediately: Say THANK YOU! 🗓 Soon: Share a summary of the feedback, including trends and themes 📅 Future: Highlight changes made as a direct result of survey feedback Also, equally important - if you aren't seeing responses to a CSAT initiative - there's a reason. Why aren't customers willing to share? Silence is an important lesson. #peoplebeforeprofessionals #customeradvocacy #customermarketing #customerexperience #csat #nps #feedback

A best practice I learned from my JMI colleague Karen Pisha - If a customer churns, go back and look at their health score over time. If they were not red at the appropriate time, then it may be an indicator that your early warning metrics are the wrong indicators. It sounds simple, but I rarely see people confirming correlation between churn and indicators after they are selected. Karen has taught me that something akin to the Pareto principle applies - Less is more when it comes to EWS.

We can't control outcomes, but we can control our processes. Direct your fears towards tangible steps that can realistically minimize your chances of failure. Ask yourself: Am I relying on trustworthy data? What systems have I established to help uncover unknown variables? What are my procedures for spotting and fixing problems early? Do I have reliable processes for getting quick and constant customer feedback? Are there unnecessary risks I can eliminate to improve my odds of success? Expert opinion of Jacqueline Samira, How to Navigate Your Fear of Failure, Inc.

Unpopular opinion these days with the whole "QBR is dead" craze on LinkedIn... I'm actually a BIG fan of the traditional CS activities like Success Plans and QBRs. But what's happening in a lot of CS teams is that we're just going through the motions and doing the activity for the sake of it. More often than not this is because we're missing the data that really makes these activities meaningful. 3 ways that data should be integral in this process: 1️⃣ Which customers should I prioritise running these high-impact activities on? (hello health score!) 2️⃣ What insight and suggestions do I need to deliver for this specific customer, to drive the right outcomes? 3️⃣ How do I show their performance and value realised to date? So ok yes - let's increase a CSMs book of business and yes - let's expect them to run high-value activities. But we've got to use data to make it more impactful for the customer and for the CSM!

A huge chunk of churn could be prevented by properly detecting customers at risk. But most CSMs are only looking at the obvious signs - low/no product usage - sudden drops in product usage - low NPS/CSAT - deep red health scores - and non-responsiveness That does not require time, effort, or knowledge. As a consequence, they are caught with their pants down when churn comes from - Supposed Net Promoters  - Customers using the product 24/7 - Customers with all-green health scores If you want to detect ALL churn risks you need to focus on the most accurate metric - your customers desired outcomes. That leaves you with only 4 possible scenarios 1. Goals overachieved → No churn risk 2. Goals achieved → Very low churn risk 3. Goals underachieved → High churn risk 4. No information → High churn risk And as you don't want to evaluate it in the retrospective, you need to track your customers' progress at every stage in their lifecycle. PS: Learn more in today’s episode of my weekly newsletter sent to 4.5k+ CS pros → https://lnkd.in/d-YWx9Fb

Or you can use behavioral segmentation 😏

Let's unpack NPS! A couple weeks ago we chatted about CSAT scores, what they mean for your buisiness, how they're calculated, industry standards, and more 🤓 This time around we're explaining everything you need to understand NPS scoring 🚀 Have a question about CSAT or NPS? Ask away in the comments👇 #customerserviceinsights #NPS

Good Inbound Performance. This metric really reflect how many profiles I check ☑ and Bell 🛎 follow in order to improve my feed

99% of missed calls aren’t just lost opportunities—they’re the true cost of bad customer service. Every year, businesses lose $75 billion to $1.6 trillion due to poor service. The psychology behind this is simple: ➊ A customer waits on hold for 15 minutes. ➋ They grow more frustrated by the second. ➌ They hang up, never to call again. That’s not just a missed call—it’s: ▪️A lost customer. ▪️A missed sale. ▪️A dent in your reputation. The worst part? It happens thousands of times daily, across industries. The good news? Predictive call volume forecasting can help you understand this psychology and avoid the consequences. Let’s see how! #callpatternanalysis #callforecasting

Happy Monday LinkedIn! How many QA professionals out there are starting their week faced with row after row of empty cells on a spreadsheet? How many contact centre leaders are starting their week with a day of trying to make sense of last week's reports? How many CX experts are starting their week taking another shot in the dark to try and improve the experience they give their customers? The answer 💡: more than you'd think. So many businesses are still being held back by manual processes, missed insights and data blindness! If this is you and you're ready for a solution - let me know. If not, I'd love to know how you solved these challenges so drop a comment and share 👇