How Optimum Reinvented Its Workplace Culture
By E.B. Moss
In an era where ISPs aim to balance local market presence with the demands of scale, Opti mum has a brand platform that addresses the challenge while also revolutionizing its workplace culture. “Where local is big time” isn’t just a catchy slogan, it’s a philosophy that’s re shaping Optimum’s corporate culture from the inside out. Oh, and it also bolstered its financial outlook and customer satisfaction metrics.
In just 18 months, Chairman and CEO Dennis Mathew has spearheaded a transformation to enhance and leverage a more united, engaged workforce to deliver more personalized service with the efficiency of a large-scale operation.
“I truly believe that the only way to drive change, the ultimate growth of the company, is to have the proper foundation of employee experience and customer experience, but it’s got to start with the employees,” he explains.
This top-down approach is evident in Optimum’s core pillars: to have the best customer experiences, customer relationships, network, and most importantly, people. To support the vision, Optimum launched an Employee Toolkit to connect team members with the brand and enable them to serve as ambassadors.
Optimum implemented a robust system of feedback loops to ensure that each employee’s voice is heard and valued. Quarterly engagement surveys have become a cornerstone of this initiative, with an impressive 90% participation rate from over 10,000 team members.
Lisa Anselmo, EVP of Communications, highlights the transformation: “Dennis set the stage very early on that communication is at the forefront of everything we’re doing at this company. The fact that he said that a culture perspective is one of the top pillars… set the expectation for all of my peers that they needed to both embrace, listen, and work with myself and my team to use them as change agents.” The impact of this approach is reflected in the rising Voice of the Employee metric and employee pride. It’s created a culture where employees feel ownership in the company’s mission.
Optimum has woven recognition into the fabric of its corporate culture, creating a fly wheel effect that boosts employee satisfaction and performance. The All-Stars program stands out as a peer-nominated recognition system that celebrates exceptional contributions. For frontline excellence, the President’s Club offers top performers exclusive benefits and an annual recognition trip.
The Everyday All-Stars program empowers employees to continually acknowledge their peers’ contributions. Mathew emphasizes, “Recognition is built into the DNA of the company—we shout out employees for their wins on a regular basis at internal meetings of various sizes and levels of the company, ensuring that people understand the impact of their work and the appreciation we have for them.”
The results of Optimum’s cultural trans formation speak for themselves. Employee experience metrics are on the rise, and customer satisfaction is following suit. In Q1 2024, Optimum’s transactional Net Promoter Score (tNPS) was up 13 points year over year and has more than doubled compared to 2022. Moreover, the company’s commitment to local impact is evident in efforts like revamping a Boys & Girls Club computer lab in West Texas.
As Optimum continues to prioritize its people, it’s setting a new standard for workplace culture. The company’s journey demonstrates that when local truly is big time, everyone wins big.