Jan 2021 - Present
Mercer Smith
- @mercenator
- Austin, TX
- she/her
Resume
Feb 2018 - Jan 2021
VP of Customer Experience, Appcues
Dec 2015 - Feb 2018
Head of Customer Support, Trello, Atlassian
Podcasts
Hacking Your Leadership Podcast Thoughtful Thursdays: What does "assume positive intent" mean to you? We have all heard the phrase, "assume positive intent" but it can mean different things to diff...
Elevated Women Podcast Today we're having a LONG chat with Mercer Smith-Looper from Trello, one of our long-time supporters and a speaker at our upcoming inaugural women's event! Sarah talks with M...
Support Driven Podcast It’s not often we get to hear about how an online community gets started. Mercer Smith-Looper, Customer Champion and Community Moderator at Wistia, gives us the inside scoop ...
Support Helpdesk Podcast A podcast that I worked on with Bill Bounds, the second season of which had to take a back seat due to our hectic lives in a COVID-19 world with kids. Find the site here, a...
Speaking engagements
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Elevate Women, 2018; Your Happiness is in Another Castle: 5 Ways to Find your Way When Everything Seems Blocked A talk at Elevate Women in August of 2018.
Elevate 2019; CX Leader AMA Panel An AMA on CX Leadership led by Hillary Curran of Guru.
SupConf 2016; 3 Ways to Amp Up Your Support Career A talk on three ways to amp up your support career from SupConf on May 24, 2016. The blog post this talk was based on can be found on my blog. Sli...
SupConf 2017; Becoming a Leader: From Title to Trust A talk on building your prowess as a leader in the support industry, given at SupConf in San Francisco in 2017. The blog post for this talk can ...
Publications
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Blog Content for PartnerHero • CX Lessons Learned during the Pandemic • 5 Benefits I Get Out of Being a Mentor • Key Takeaways from Customer Experience Leadership Groups • Tech Sector Trends During...
The Iron Triangle of Customer Service: Speed, Quality, and Cost
Blog Content for Qwilr • How to deal when your prospect wants a discount • 8 creative ways to find B2B sales leads • Three top tips for women in sales • 3 interesting ways to use surveys for sales ...
Blog Content for TextExpander • How to Gather Customer Insights to Improve Experience • How Understanding the Customer Journey Leads to Better Support • 6 Tips for Writing Effective Onboarding Emai...