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Customer experience expert Birrer joins Charter

Fri, 02/18/2011 - 7:15am
Mike Robuck

Charter Communications has hired John Birrer as its senior vice president of customer experience.

Prior to joining Charter last month, Birrer was senior vice president of customer loyalty for T-Mobile USA. At T-Mobile, he was also senior vice president of customer service during a time that saw T-Mobile recognized with the J.D. Power and Associates award as "Highest Ranked Wireless Customer Service Provider" for six consecutive years.

John BirrerCharter said Birrer would act as the "change agent for its customer experience transformation, providing strategic direction and vision for all facets of defining, developing and delivering a superior customer experience."

"Over the past several years, Charter has made significant improvements; however, we recognize there is great opportunity to further enhance the overall experience for our customers," said Charter President and CEO Mike Lovett. "John and Charter's 16,000-plus employees are dedicated to making Charter a leader in customer satisfaction."

Prior to T-Mobile, Birrer was program director of worldwide contact center operations for IBM Corp. He began his career as a care representative at MCI.

"Actions speak louder than words, and we will act at every level of the organization to enhance our customers' experience," Birrer said. "Charter is committed to making continuous service and product enhancements to achieve the longer-term goal of becoming our customers' trusted advisor."

Earlier this week, Charter announced that Ted Schremp, executive vice president of operations and marketing, had resigned from the company for personal reasons.

As part of an executive reorganization last month, Schremp was named executive vice president of operations and marketing, which included adding responsibility for customer experience transformation, customer care, operations, communications and human resources. A spokeswoman for Charter said Birrer was hired before Schremp announced his departure.

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