HOUSTON--(BUSINESS WIRE)--LOGIX Fiber Networks, the largest independent fiber network provider in Texas, and a leading provider of data center solutions, today announced the launch of “LOGIX Listens,” its new customer experience program. LOGIX Listens includes direct-to-customer surveys designed to elicit feedback, including candid verbatim comments, that can help LOGIX further improve service delivery and customer care.
LOGIX is surveying its more than 12,000 customers, and will use the Medallia™ Customer Experience Management Platform to analyze data and identify actions the LOGIX Customer Experience team can take on a one-on-one basis with customers.
“We pride ourselves on being ‘closer to the customer’ in all of our interactions, and providing an outstanding customer experience is a crucial focus for LOGIX Fiber Networks,” said Mary C. Malsch, Chief Customer Officer for LOGIX. “We have invested in the right tools and the right people to create a robust Customer Experience strategy that is actionable and effective at improving how we serve our customers. Data mining lets us address every customer on a stand-alone basis, and that’s a huge asset for LOGIX and our customers.”
In addition to the Medallia platform that focuses on improving companies’ Net Promotor Score®, the investment in LOGIX Listens includes hiring telecom industry veteran and Customer Experience expert Jeremy Uzeta.
“With LOGIX Listens we are partnering deeply with our customers and we’re using new tools, applications and processes to help us identify every opportunity to improve customer service, knowing that optimal Customer Experience is a journey, not a destination,” said Jeremy Uzeta, Senior Director, Customer Experience for LOGIX. “Not listening to your customer is the old way of thinking; LOGIX Listens is all about customer advocacy, which is the new way of thinking. We’re joining the vanguard of companies evolving great customer experience into their business models. We’re here to soak up any information, good or bad, from our customers because we genuinely want to improve how we serve them.”
Uzeta and his team will incorporate customer feedback into new LOGIX Listens systems, processes and initiatives all focused on actions that the company can take, from the frontlines to the C-suite, that further enhance the LOGIX Customer Experience.
LOGIX has more than 6,200 route miles of network spanning 225,000 fiber miles, which serves more than 12,000 enterprise and carrier customers across Texas. LOGIX operates its own high-performance data center facilities and connects to more than 100 data centers in Texas.
About LOGIX Fiber Networks
LOGIX Fiber Networks is a well-established fiber-based network infrastructure operator. LOGIX provides highly secure fiber-based data and voice services as well as data center access to enterprise and carrier customers. Known for its outstanding customer service and high-bandwidth connectivity, LOGIX also uses streamlined and flexible processes to help customers focus on their business first. For more details about LOGIX, please visit us at www.logix.com.
