Crown Castle

The mission of Crown Castle is: “To consistently provide a DESIRED level of customer service while winning additional recurring revenue.”

In an era of exponential growth, East Area President Cathy Piche chose to keep a “small company mindset” in her team, encouraging each team member to ask, “How can we benefit the customer in every moment?”

Piche’s staff embarked on a sweeping “lifestyle change” to build a solutions-oriented and customer-centric culture of service excellence – in full support of the company’s technology, systems, and project management capabilities.

Crown Castle launched their Uplifting Service initiative to stay ahead in a competitive environment through continuous service improvement and partnerships.

KEY OUTCOMES

  • Crown Castle held a Service Leadership Workshop for its top team and Service Excellence Workshops for leaders to gain buy-in, followed by a Workshop Leader Certification Program.
  • Over 600 staff completed Uplifting Service education in the East Area.
  • Crown Castle invited Ron Kaufman to Annual Meetings, invigorating leaders to step up to the next level of success.
  • Over 20 “Customer Teams” were formed to focus on partnerships with core clients.
  • More than 30 Perception Point maps were created with action plans to address priority service improvements.
  • Crown Castle has doubled in size with rising customer satisfaction scores.
  • 95% of staff believe the company and leaders care about employees.

“I appreciate the change. I can see and feel a shift in the way Crown approaches my team—in both the way they speak and the way they ask. They focus on what we are working on to achieve as a business and how we can better partner to move our agenda forward.”

A T Mobile Customer

WordPress Image Lightbox
Scroll to Top

Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources
for you to explore…

…and we’ll be in touch to share more ideas
and invitations for you.

Join the Worldwide Uplifting Community

We’ll send you free resources, education, and ideas for creating positive change in the world.

Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.