Comcast (Nasdaq: CMCSA) has promoted Tracy Pitcher to Senior Vice President of Small- and Mid-Sized Business (SMB) Operations for Comcast Business Services.
Since joining Comcast Business Services in January 2011, Pitcher helped Comcast implement metrics for each touch point in the customer lifecycle, an effort that the service provider said made "a significant impact on the customer experience."
Bill Stemper, President of Comcast Business Services, said Pitcher has "developed and implemented a comprehensive action plan to give us better insight into the end-to-end customer experience," an effort that's "reducing customer turnover."
In a recent interview with FierceTelecom, Pitcher said Comcast Business looks at Customer Experience Management (CEM) from two perspectives: First, they look at all of the touch points and the interaction they have with the customers have over the relationship lifecycle. Secondly, they look at how to design the interactions to ensure they are making the desired experience.
"CEM is important to Comcast because we do believe that the customer experience can truly be a differentiator and something that sets you apart from your competition," she said.
And since no two business customers are the same, she also developed best practices to handle both single location small businesses and larger multisite businesses.
"Customers vary based on the number of locations they have, the geographic dispersion of those locations, the product mix, and even the operational complexity to support those products," Pitcher said. "All of those things come together to refine and improve the experience."
Customer service strategy is in Pitcher's blood. Prior to joining Comcast Business in 2011, she served as Vice President of Customer Operations for Comcast's Northeast division.
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