2007 Beacon Awards Winners: Internal Communications3/16/2007 8:00 PM Eastern
Cable System I
Lights Cable Action!
Time Warner Cable/Waco Division
Lights, Cable, Action! used consistent, repetitive communication methods and a variety of activities to create a fun work environment motivating and empowering employees to provide excellent customer service and increase sales. With challenges such as a change in division leadership and merger, it was critical to maintain employee morale. Lights, Cable, Action! assisted in delivering key information about company news and products and kept employees informed of the Division's progress. With this more relaxed and enthusiastic approach, employees were motivated to be more courteous to customers, a better team member to their colleagues and more productive salespeople.
Cable System II
The Power of You — Customer Service Makeover
Time Warner Cable
During the past year, Time Warner Cable Corporate has been working with the Austin division to develop a prototype for a complete overhaul of the customer experience. Nearly 1,000 employees attended the event to launch the comprehensive customer-care makeover plan. The event featured a 45-minute media blitz that functioned as a backdrop to a much more serious purpose as company executives introduced 12 initiatives that span all aspects of the customer experience. Early results from the initiatives have exceeded expectations. For example, the automated problem resolution system is resolving issues for an additional 30,000 customers per month and trouble calls are down 18% compared to last year.
Cable System III
Time Warner Cable Integration Celebration
Time Warner Cable
El Segundo, CA
On Aug. 1, 2006, Adelphia, Comcast and Time Warner Cable consolidated operations in one of the most highly anticipated transactions in cable history. To commemorate the transaction, Time Warner's Communications department decided to host an all-star bash that employees would never forget. The Time Warner Cable Integration Celebration was the first time many new employees had a chance to meet one another and left employees feeling excited about being a part of the new Time Warner Cable family.
Banding Together for New Orleans
Cox Communications, Inc.
On the anniversary of Hurricane Katrina, Cox Communications launched Band Together, a campaign to raise funds for an event to recognize the hard work and commitment of Cox New Orleans employees. Cox employees in New Orleans showed an inspiring amount of resilience as they worked to rebuild their lives and renew their commitment to Cox Communications and their customers. Cox's 20,000-plus employees contributed more than $20,500 to fund the event by purchasing a Band Together wristband for a minimum donation of $1. Funds raised were matched (dollar-for-dollar) by the company for a well-deserved event to give employees a break from their recovery efforts.