Building a Customer Centric Culture for Significant Business Results

**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Lara Wise, Vice President of Customer Experience at tw telecom, which has improved revenue and productivity while acquiring 20,000 small business accounts during this tough economic cycle. tw telecom reduced customer churn by 27%, increased Net Promoter Score by 65%, and outperformed competitors’ customer experience quality by 20% in each customer management processes: sales, purchasing, ordering, installation, billing, service inquiry, maintenance, and account management. These achievements were made possible by nurturing customer-centric culture, engaging employees company-wide in understanding their roles in customer experience management, and coordinating customer-focused improvements across Operations, Marketing, Service, and other functional areas. tw telecom is a leading provider of managed network services for enterprise organizations and communications services companies globally. Join our discussion on BlogTalkRadio’s Customer Experience channel to learn how to transform your business results by building a customer-centric culture through customer experience management best practices. (23:35)