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


NY Broadband Affordability Law Paused

A federal judge granted a preliminary injunction Friday that stops a New York law requiring broadband operators to offer $15/month low-income

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


Jul 16
Diversity List – 2021 Nominations Due: July 16, 2021
Sep 10
Most Powerful Women – 2021 Nominations Due: Sept 10, 2021
Dec 7
Most Powerful Women CelebrationSave the Date!
Full Calendar


Seeking an INDUSTRY JOB?

Hiring? 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 John@cynopsis.com for more information.