How ISPN helps rural broadband providers scale and grow

CSAT Rescue Story 📈 CSAT dipping, but budget frozen? Been there. Here’s what worked for us without hiring: Analyze patterns → 30% of issues were repeatable & preventable Equip agents → quick-access knowledge base Proactive updates → reach out before the customer asks Result? CSAT +12%, response time -18%, headcount unchanged. It’s amazing what a focused approach can achieve. What’s your favorite “no-hire” win?

𝗠𝗼𝘀𝘁 𝗖𝗦 𝘁𝗲𝗮𝗺𝘀 𝗱𝗼𝗻’𝘁 𝗵𝗮𝘃𝗲 𝗮 𝗽𝗲𝗿𝗰𝗲𝗽𝘁𝗶𝗼𝗻 𝗽𝗿𝗼𝗯𝗹𝗲𝗺. 𝗧𝗵𝗲𝘆 𝗵𝗮𝘃𝗲 𝗮 𝗣&𝗟 𝗽𝗿𝗼𝗯𝗹𝗲𝗺. Customer Success was never designed to be about customer happiness. It was built to protect and grow revenue. Somewhere along the way, too many teams got lost in sentiment and playbooks and forgot the business they serve. CS is not an industry. It’s a function. A commercial one. With a mandate tied to profit, retention, and growth. When your strategy maps to company objectives, the perception problem disappears. When your metrics ladder to the P&L, the budget conversation gets a lot easier. Stop reporting effort. Start reporting impact. The companies that treat CS as a cost center will always chase efficiency. The ones that treat it as a growth engine will lead their markets. 𝗬𝗼𝘂 𝗱𝗼𝗻’𝘁 𝗲𝗮𝗿𝗻 𝗮 𝘀𝗲𝗮𝘁 𝗮𝘁 𝘁𝗵𝗲 𝘁𝗮𝗯𝗹𝗲 𝗯��� 𝗮𝘀𝗸𝗶𝗻𝗴 𝗳𝗼𝗿 𝗼𝗻𝗲. 𝗬𝗼𝘂 𝗲𝗮𝗿𝗻 𝗶𝘁 𝗯𝘆 𝗱𝗿𝗶𝘃𝗶𝗻𝗴 𝘁𝗵𝗲 𝗻𝘂𝗺𝗯𝗲𝗿𝘀 𝘁𝗵𝗮𝘁 𝗸𝗲𝗲𝗽 𝗶𝘁 𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴.

National Customer Service Week 2025 Day 3: Productivity, Growth & Innovation Customer service is no longer just about resolving issues — it’s a driving force behind business success. Today’s theme, Productivity, Growth & Innovation, reminds us how customer service fuels progress in three powerful ways: ✅ Productivity – Empowered teams and smarter tools mean faster, more effective solutions for customers. 🌱 Growth – Every customer interaction is an opportunity to build stronger relationships and create lasting value. 💡 Innovation – By listening to customers, we uncover insights that spark new ideas, new services, and new ways of working. Our customer service teams are more than problem-solvers — they’re innovators and growth partners. Their dedication transforms challenges into opportunities and feedback into future strategies. #NationalCustomerServiceWeek #CustomerService #Innovation #Growth #Productivity #CBRE #Creatingcommunities #MandGRealEstate #NCSW25 #CBREPMUK

In-person customer visits remain one of my most valuable ways to truly understand operations and deliver meaningful outcomes. Meeting with VPs and Regionals provides insight into strategy and priorities, while conversations with frontline employees highlight the day-to-day realities of implementation. And perhaps most importantly, hearing directly from residents helps connect every decision back to the people we ultimately serve. 💕 These conversations are especially critical as our industry continues the shift toward Value-Based Care. We need a holistic understanding of both organizational goals and the lived experiences of residents—ensuring that technology, workflows, and care delivery are fully aligned.

Data silos quietly bleed businesses dry. They waste millions each year. They drain hours of productivity every week. And they frustrate staff who can’t get a single version of the truth. Customer service suffers most. When agents don’t see a full view, resolution times explode. The fix? Consolidate systems into a single source of truth. Align incentives so teams are measured on shared outcomes, not siloed metrics. I’ve seen productivity jump 20% and customer satisfaction surge just by unifying data sources and redesigning workflows around one record.? Silos aren’t just technical. They’re cultural. What silos are holding your business back?

It's a common misconception that infrastructure businesses don't need a customer service strategy. Without customers - the end user of the service you are delivering or the product you are selling - you have no business. Look after your customers and your business will look after itself. Over the last 12 months we have supported the Infrastructure division of John Sisk & Son Ltd to develop a five-year customer strategy. We conducted a gap analysis which included site visits, interviews and document reviews. We launched a customer steering group that held us accountable and ensured the strategy we were proposing would work for the business. Following intense internal stakeholder engagement, the strategy was launched this week as part of #NationalCustomerServiceWeek and now a new era has begun. We are so proud to have had the opportunity to support an organisation who recognised something needed to change in order to improve. Customer strategies aren’t just for big businesses. They don’t need to be lengthy, complex documents gathering dust. They should reflect your size, ambitions, and the impact you want to make. Even for micro or SME businesses, having a clear strategy in place can deliver real, lasting value. Caroline Goliath MBA FICE Mike Widdicks Institute of Customer Service #NCSW25

An article from 2023, but probably even more relevant in 2025. There has been a lot of talk in CS Circles about Digital Customer Success. But how many companies are invested in a Customer Success Operations function to ensure they can leverage these capabilities? https://lnkd.in/esDHSdNV

Most companies don’t lose customers because of bad service. They lose them because of slow response. Customers can forgive mistakes. They don’t forgive silence. A small delay. A missed follow-up. An unanswered message. That’s how trust leaks. Here’s what I’ve seen after working with Fortune 500 brands: Speed of response = speed of trust. It’s the invisible CX metric that drives everything — retention, referrals, and reputation. If your customer hears from you fast, they feel cared for. If they wait too long, they assume you don’t care. So here’s one simple fix you can do today: - Track how long it takes your team to respond. Not to resolve — to respond. - That one number will tell you more about your CX health than a 10-page report. If you want to build a brand customers trust — Start by answering faster. Follow me at Rajat Chawla for more...

I have KPIs and SLAs, but my customers are not happy. Where do I go next? Increasing the SLA won't fix your issue and you can't make the KPI more green. That’s because SLAs measure performance, not experience. You can have 100% uptime, but if logging in takes forever or the service feels clunky, people will still complain. That’s where XLAs (Experience Level Agreements) and XIs (Experience Indicators) can augment and help. They measure sentiment, effort, and friction which are the parts of Technology that truly define user trust and perception. We (IT folks) measure customer satisfaction at the service desk, and a few other endpoint interactions and often stop there. Plus there is the common reality that most of our end customers just simply don't bother with the surveys (unless they were upset and want to complain). In my experience only a small fraction of people do the surveys. So let's fix it. Track sentiment after key interactions, or major releases. Incentivise customers to participate. Correlate the sentimate scores with your SLA data. Identify where performance is fine, but experience/perception isn't. This will help you turn those customer frowns upside down. And eventually you'll be able to move from lagging data (what happened) to leading insights. DM me if you need some guidance, I'm always here to lend a thought. #ITSMXLAs #xlas #sentimentscores

⭐ It's National Customer Service Week! ⭐ In the high-stakes world of Broadcast and Media, we believe the highest form of customer service isn't just problem-solving - it's problem prevention. At Peak Signal we empower your business to deliver a world-class customer experience by making your operations inherently reliable. For us, customer satisfaction is a direct output of operational excellence. This week, we're highlighting our specialised services that help our clients achieve that critical intersection of performance and service: 𝟭. 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝗮𝗻𝗱 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 We dive deep into your processes to build a resilient foundation for reliable service delivery. This includes: • Defining incident and service management processes - establishing clear, efficient processes to ensure service disruption is minimal and that the follow up is structured. • Service migrations - providing the expert business analysis and project management needed for major consolidation projects. • Optimising workflows - streamlining complex processes for internal efficiency, resulting in faster, more consistent delivery to your customers, both internal and external. 𝟮. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗮𝗻𝗱 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 Great service requires great insight and a clear plan. We help you define, measure and improve your service commitment. This includes: • Customer satisfaction surveys - designing and executing comprehensive surveys to truly understand customer perceptions and pain points. • Defining operating models - creating global frameworks to support new services, teams and territories. • Go-to-market strategy - ensuring your new products and services launch with a robust, scalable service model built-in. We don’t just consult, we partner with our clients to design and implement operational frameworks that deliver world-class customer service across the broadcast and media landscape. Ready to elevate your service levels from reactive repair to proactive reliability? Message us to discuss your challenges. #NationalCustomerServiceWeek #NCSW2025 #BroadcastMedia #B2B #OperationalImprovement #ServiceManagement #CustomerExperience #CustomerService