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Introducing the “We’re Listening” Blog Series: How Customers Are Helping Cisco Address Top Concerns

August 20, 2012 - 2 Comments

Welcome to the new “We’re Listening” blog series! The goal of this blog series is to create a useful forum for you to learn about the ways Cisco is improving the experience for our customers and partners. And to this end, I hope you’ll take the opportunity to tell us how we’re doing.

Like all companies, Cisco isn’t perfect. As Vice President of the Customer Assurance team at Cisco, I know this all too well. My team has responsibility for resolving the most critical customer issues across all functions and geographies, and we also own customer listening around Cisco services and support. Combine that with our responsibility for running Cisco’s call centers, and you’ve got a team with a close ear to your feedback—the good and the bad.  What we’ve heard from you is that there are some significant issues we need to fix.

The good news is that you give us valuable feedback about how we can improve. Every day, via social media, email, surveys, advisory boards, or phone calls, you provide the on-the-ground insight we need to understand the Cisco customer and partner experience.  All of this feedback is captured and analyzed by our industry-leading Customer Listening Center, which is dedicated to “translating listening into action.”

As a result, we know what we need to do to make Cisco simpler, more focused and easier to do business with, and we are moving forward with transformative measures to get us there. A key part of that process is ensuring that we close the loop, by letting you know how we’re addressing the issues you raised.

In this new blog series, “We’re Listening,” I’ll keep you up-to-date on what we’re hearing and what we’re doing in response.  Each blog post will focus on a top area of your concern, and I’ll invite experts from across the company to share their thoughts with us. You’ll be able to locate an archive of all “We’re Listening” posts by searching for the “We-Are-Listening” tag within The Platform blog.

So let’s continue the conversation about how best to improve your experience with Cisco, while sharing steps we’re already taking to make that happen.


Vice President, Technical Support
Cisco Systems

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  1. I think this is great article to customers care.

  2. i have always found the Cisco customer care to be on top of everything and the company holds there customer’s in high standings.