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Cox Communications: Linking Strategy to Customer Experience – Sean Tygrett

Sean Tygrett of Cox Communications discusses exactly how you can get people behind your Customer Experience plans and activities…you have to tie them to the bottom line.

Over the past few years Sean has taken a Balanced Scorecard approach to his company’s self-install experience and has ended up saving his company over $100 Million as well as improving their Net Promoter Score along the way.

The four main aspects of the Balanced Scorecard approach are below:

  • Financial Component
  • Customer Component
  • Process Component
  • Organizational Component

Watch the video above to see Sean’s own take on the balanced scorecard approach and how he has integrated it into his organization to provide his company savings, increased Net Promoter Score, and trust from their customers.

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