Case Study: Xfinity improves customer experience and sales with Second To None

Xfinity improves service steadily with Second To None

Xfinity, a major cable internet provider, needed a customer-evaluation program to optimize the customer experience and increase revenue across multiple channels. They partnered with the vendor Second To None for a solution.

Second To None implemented a custom, multi-channel program measuring sales behaviors, store environment, and product knowledge in retail locations and call centers. Their approach included analytics to identify key drivers of satisfaction and sales. The results showed steady service improvement, with the program identifying critical opportunities for training and coaching, leading to ongoing operational enhancements.

Xfinity