Holmes oversees the impactful retail program designed to enhance customer service. Dubbed “The 5 Essential Behaviors,” the program has greatly increased team morale and the all-important Net Promoter Score for Cox and has been so successful that he’s now expanding it to all field sales channels. Meanwhile, his colleagues are adopting it across sales call centers. On the topic of success, Holmes is fond of a quote from Mark Twain: “Let us endeavor so to live that when we come to die even the undertaker will be sorry.” Says Holmes: “If we can do that, we are successful.”

Best business advice you’ve received?

Focus on the value proposition. Meaning you should always ask yourself “why?” Why would employees want to be on your team, why would customers want to do business with you and/or buy your product versus the competition and why would people want you on their team? Also works well in life outside of work.

How do you define diversity?

Diversity has many facets; different backgrounds, different thinking, different sexes, different ethnicity, etc. I define diversity by the presence of those factors. Customers and employees should be able to see themselves reflected in the team or as a part of the team.

How do you define success?

Achieving your goal and doing it the right way. There is a great quote by Mark Twain that says: “Let us endeavor so to live that when we come to die even the undertaker will be sorry.” If we can do that, we are successful.

The Daily

Subscribe
Thursday–April 24

Comcast: We Can Do Better

With Comcast losing 199,000 domestic broadband customers in 1Q25 (about 50,000 below consensus) and churn rising slightly, the operator is launching a new go-to-market approach that will continue to evolve over the coming months as it works to provide more value to its customers with less friction.

Read the Full Issue
The Skinny is delivered on Tuesday and focuses on the cable profession. You'll stay in the know on the headlines, topics and special issues you value most. Sign Up

Calendar

Sep 11
2025 Faxies Awards Faxies Nominations Open! Final deadline: 4/4/25
Full Calendar

Jobs

Seeking an INDUSTRY JOB or hiring for one?
VIEW JOBS

In conjunction with our sister brand, Cynopsis, we are offering hiring managers a deep pool of media-savvy, skilled candidates at a range of experience levels and sectors. The result will be an even more robust industry job board, to help both employers and job seekers.

Contact Carley Ashley, [email protected], for more information about posting a job on the website and our Jobs newsletter, sent twice weekly to 85,000 media professionals.