Tracy Pitcher, Comcast Business


Tracy Pitcher, Comcast BusinessLacking the legacy baggage of the traditional telcos, cable operators are fast becoming competitors in the business services market and Comcast Business (Nasdaq: CMCSA) is no exception.

For Tracy Pitcher, senior vice president, SMB Operations, Comcast Business, a major focus of her day-to-day job is centered on customer retention and satisfaction.   

In March, Pitcher was promoted to Senior Vice President of Small- and Mid-Sized Business (SMB) Operations for Comcast's Business Services division.

Customer care is part of Pitcher's DNA. Prior to joining Comcast Business in 2011, she served as Vice President of Customer Operations for Comcast's Northeast division.

To ensure retention of existing customers while attracting new ones, Pitcher has led a program focused on Customer Experience Management (CEM). Her CEM and retention efforts incorporate what she calls a continuous improvement model.

This continuous improvement model includes two main elements: examining the customer touch points and the interaction they have with customers over the lifecycle of their relationship; and how to design the interactions to ensure they are making the desired experience.

Pitcher told FierceTelecom in a previous interview that by implementing metrics for each touch point in the customer lifecycle, including all of the elements that make up their own unique profile, effort that the service provider said made "a significant impact on the customer experience."

This model has enabled the service provider to continually drive down churn every year since it began offering business services to the SMB segment in 2007.

And while Comcast may be a newer player in the SMB and medium-sized business market, it's gaining momentum. Driven by SMB and new contributions from the mid-sized customer segment, the cable MSO's business service revenue rose 37 percent to $541 million.

Of course, the customer acquisition and retention stakes will get higher as Comcast Business amplifies its portfolio with new services. In addition to expanding its fiber-based Ethernet footprint, the MSO recently launched its cloud-based voice and unified communications Business VoiceEdge service for medium businesses.

The growing success is not just about the service they provide but providing a good experience for a segment that has plenty of alternatives, and Pitcher is certainly poised to take on those challenges.