Connecting in the Heartland: A Journey with Our Rural Customers
Joni Roberts
SVP, Chief Marketing Officer
One of the highlights of my summer is a trip I took to visit some of our rural customers as part of a larger customer appreciation tour other members of the Executive Leadership Team (ELT) and I embarked on. Independent service providers hold a unique place in the telecom ecosystem, often forming the backbone of their communities, and this was a wonderful way for us to connect on a personal level. It was also a refreshing change from our usual menu of strategic planning, financial reviews, and operational oversight meetings!
Four of us -- CEO Bruce McClelland, COO Sam Bucci, and EVP of Sales Dan Redington in addition to myself -- fanned out to visit customers in Montana, Nevada, Colorado, South Dakota, and North Carolina These organizations often serve as the backbone of their communities, ensuring that residents have access to reliable internet and phone services and we want to ensure that we have a deep understanding of the unique set of challenges and opportunities they face.
As someone who grew up in rural Colorado, I’m well aware of the way these communities are often typecast as being behind the curve. But what I know—and what I saw on this trip—is the opposite. These providers are at the forefront of the effort to reduce and eliminate the digital divide. With the new networks we’re providing, they are also enabling all kinds of innovation in areas like manufacturing, telehealth, agriculture, and more. I’m really proud to be part of a company that is helping to usher in these new capabilities.
Another important opportunity was the chance to hear about our customers’ challenges. From harsh weather conditions that can affect infrastructure to having to deploy over large territories, it was good to get a close-up view of these issues. This ensures that we continue to develop tailored solutions that address their specific needs and manage these complex situations.
I’m so grateful for having had this experience to learn more about our rural customers and their close communities. These visits provided insights that no report or data analysis could offer. It reminded me of the human element at the heart of our business and the importance of staying connected with those we serve. Moving forward, I am committed to incorporating these learnings into our strategy and ensuring that our customers remain at the forefront of everything we do.
