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Kyle McSlarrow: Creating a Great Customer Experience
By: Hilary Ingoldsby Whitesides
January 1, 2013
When the opportunity to serve as Comcast’s vice president of the Mountain Region arose, it didn’t take long for Kyle McSlarrow to decide.
“When the opportunity came along, I leapt at it,” says McSlarrow, who accepted the appointment in October 2012.
After working in policy for years, McSlarrow says he was increasingly interested in the business and operations side of the industry. That opportunity, combined with Salt Lake City’s inviting environment for his family, made joining Comcast’s Mountain Region an easy choice.
“What’s interesting to me is serving the customer. It’s all very complex, but our job is to make it seem easy,” says McSlarrow. “Our services are important and matter to people.”
McSlarrow started his career as an attorney. He then held a variety of positions in the political arena including the deputy secretary of the U.S. Department of Energy. Prior to joining Comcast in 2011, McSlarrow served as president and CEO of the National Cable and Telecommunications Association (NCTA).
It was during McSlarrow’s tenure at the NCTA that he fell in love with telecommunications. He was instrumental in keeping cable providers and networks united in a way that allowed continued freedom and growth in the industry—a skill he plans to put to good use as Comcast continues to expand and grow.
“We’ve got sales, marketing, engineering, technicians and more all in this one region. There are opportunities and challenges all rolled into one. My biggest goal is to help us work together, always keeping in mind the fundamental goal to create a great customer experience,” he says.
With cable, internet, phone and now home automation services, McSlarrow is committed to keeping the company’s focus on the customer, helping businesses grow through Comcast’s services, and helping the company grow through new products.
McSlarrow’s passion is contagious and he’s committed to passing his vision on to Comcast employees.
“My goal is to literally get to know every employee. It might be impossible, but this is a people business and I’d really like to do it,” McSlarrow says. “Every week we have new hires, whether they be technicians, in the call center or somewhere else. I tell them, ‘I’m new and you’re new.’ Then the point I make to them is that there is no other industry where you connect with the customer 24 hours a day, seven days a week, 365 days a year with not just one product the customer loves, but four.”
Despite the long hours as McSlarrow gets settled in to his new position, he says he couldn’t be happier. “I love what I’m doing. I’m having a blast.”