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Robert Summa

"While visiting Media customers, I received excellent feedback from key customers regarding Robert's management of the recent satellite anomaly on April 3, 2017. Disney, Viacom and PlanetCast were very impressed, with the Viacom declaring we “set the standard”. IS-20 satellite carries over 250 major channels for this market, representing half of the total viewership in this country.  While some may react strongly during such events, our customers understand the true value of knowing their business is in good hands with Robert leading the communications and customer bridge.  On behalf of the Asia Pac team, a big Thank You to Robert for the excellent management of this matter."

-Stephane Thibault, Managing Sales Director, Asia Pacific

Not your ordinary customer experience leader…

I’m the guy that’s entrusted to handle (or move in quickly to save) the biggest accounts. Those $100-$600M+ dollar customer accounts with the highest demands for the best in class service delivery; and rightfully so.  It’s not in most people’s comfort zone; but one that I wholeheartedly enjoy doing, and doing well. 

The secret recipe? 1) Experience 2) Intuitive Instincts... and 3) Why is it I appreciate and understand their sometime “implausible & unrealistic” thought processes and requirements? Because I used to be one of them.  Not long ago (~15yrs) I was the $500M customer expecting nothing but the best…  the “unrealistic”.

In 2002 I took the leap to the service provisioning side, all-knowing the many pain-points. Soon thereafter, I founded and lead the Customer Advocacy program and organized the first specialized Operational Customer Relations departments at PanAmSat.  Within 3 years we boosted the overall satisfaction scores from 2.9 to 3.4 to 4.5 (of 5) and PanAmSat became known as the industry leader for being the best in class for customer focus, experience, and communications.

In 2008 I was contacted by Intelsat for a customer rescue mission.  Intelsat was also well known - for being extremely cumbersome to work with.  Not anymore.  Saving one giant account at a time and dramatically changing the operational culture holistically, I am the strong and effective leader of its new global customer advocacy and assurance programs, as well as creating its operational customer relations department.  Focus is customer strategy, management, project success, onboarding, and operational customer communications. I enjoy engaging in thought leadership discussions to inspire innovation in all aspects of my work.

Challenging Times - Adversity - Cultural Philosophy - Differentiators

While it’s great when things are going, well… great; I thrive and specialize at those times when things are not.  Adversity. Those critical moments when things break; and they do. That’s when your business is truly tested. It's how you handle that very defining moment that will make, or break the customers’ outlook on your organization. It’s a key driver in the customer's thought process at contract renewal ink time. Having an enterprise with a confident leader that has a passion and wiring for being proactively and extremely well prepared & equipped in crisis communications, escalations, and quality assurance drivers will 1) decrease customer communications latency, and 2) comfort the customers,  all while 3) the subject matter experts and engineers restore the services in the background. It renews contracts.  That’s a customer with confidence they picked the right service provider.

 
Cultural Philosophy: I am passionate about customer centricity.  I strongly believe the customer experience is the ultimate differentiator and driver to every business’s success.  It will even justify an offset for higher priced SLAs.  Identifying opportunities for growth and improvement to support the strategic priorities for our customers is what drives innovation keeping our businesses ahead of the curve. Building authentic relationships with customers so they are willing to tell others what you do and how well you do it is what I strive for.  That rings true for internal clients and peers: operations and engineering departments are your best friends.  Developed comradery and understanding and cross supporting collaboration is critically fundamental.  Outward customer success begins with an inward customer experience and built upon an internal infrastructure prepared to exceed the customer requirements and continued innovation to stay ahead of your competition.

I have helped revolutionize how to connect with customers, in good and bad times, and taking a holistic approach which includes peer insights, thought leadership, cultural change and brand amplification.  

Not your ordinary customer experience leader…