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.

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