Q&A: Cisco's Best Practices For Maximizing Customer Loyalty

By Sarah Nicastro, publisher/editor in chief, Field Technologies
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Publisher/Editor-In-Chief Sarah Nicastro talks one-on-one with Curtis Hill of Cisco about the best way to handle critical customer care issues and how to learn from your negative interactions.

Curtis (Curt) Hill serves as senior vice president of customer assurance at Cisco, which is part of Technical Services. As the “customer’s ultimate advocate” at Cisco, his team is responsible for minimizing and resolving critical customer issues across functional and geographical boundaries. His team also identifies systemic issues and facilitates the distribution of organizational learnings throughout the company to pinpoint and prevent future issues.