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