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How United Communications Supports Exceptional Customer Service in Middle Tennessee

United Communications sign

Author: Josh Lynch, Chief Operating Officer of United Communications

As a local internet service provider in Middle Tennessee, United Communications cares about our customers and our community. Our mission is to enrich our communities and the lives of our neighbors through reliable connections and passionate service. One way we try to live up to our mission is by offering an exceptional experience for customers because they’re also our neighbors and friends.

In fact, United’s commitment to customers was one of the biggest reasons I wanted to work for the company. In every meeting—from executive team discussions to daily gatherings with our local customer service representatives—we always focus on putting people first, and that includes our employees and our customers. It is always important to remember that you can’t have a great customer experience without terrific and engaged team members.

The leadership team at United along with our Customer Experience Committee are both constantly exploring new ways to create awesome moments and exceptional experiences for our customers—whether it’s updating our policies and procedures, expanding fiber internet to rural communities, or upgrading our customers’ internet speed for free. I’m excited to share our latest initiative for sharing our world-class customer experience with more residents and businesses across Middle Tennessee.

A New Customer Referral Program from United Communications 

In 2023, we launched our customer referral program. The concept behind the campaign is simple: when an individual refers a friend or family member who becomes a customer, both will receive a VISA gift card for being part of the United family. Earlier this year, we doubled down on our efforts by providing a VISA e-gift card for current and new customers. It’s a win for everyone!

Here’s how it works:

  1. Sign up to be a United advocate and get your referral link. Visit our website, and click on the referral pop-up to generate a link you can share.
  2. Share your referral link with anyone you think would like to try United’s internet service. The link is easily shareable via email or text and can also be typed directly into a web browser.
  3. When a friend signs up for United’s service, we’ll send you both a gift. Once your friend, neighbor, or family member has their internet installed, we’ll email both of you a VISA gift card shortly after the installation. 

Since launching the referral program, I’m thrilled to share that we’ve given out hundreds of gift cards to new United customers and advocates. For me, it’s exciting to see how the campaign continues to make a difference by putting a little extra money in the pockets of residents in Middle Tennessee.

Exceptional Internet Connection with a Local Commitment 

When it comes to working with most internet providers, the experience isn’t always fantastic. We get it. And we’re committed to changing that paradigm for businesses, residents, and local governments across Middle Tennessee.  

I’m proud of the way United maintains a focus on doing everything we can to create an exceptional experience for our customers. For example, we recently redesigned our approach so that our customer experience specialists are empowered to take immediate action to help solve a customer’s problem

I’m also proud of our reputation with customers. Our industry-leading customer reviews show how we provide the best internet customer support in Middle Tennessee. We regularly survey customers about their experiences through a Net Promoter Score (NPS) survey to measure how well we’re serving our customers. We finished 2023 with an NPS of 82—nearly triple the telecom industry average of 31.

If you are looking for an internet service provider committed to treating you like a neighbor instead of a number, United is here to help. ​​To learn more about the customer experience we’ve created, check out what other customers are saying or connect with our team.

Author Bio:

josh lynch united communications

Josh Lynch

Chief Operating Officer at United Communications

With over twenty years of leadership experience in the telecommunications industry, Josh Lynch plays a pivotal role in shaping the future of high-speed internet service at United Communications and in Middle Tennessee. He began his journey with United Communications after United acquired Athena Broadband in 2017, a company he co-founded. Josh worked as United’s Chief Customer Officer for four years and is now serving as its Chief Operating Officer.

Josh serves on the board as the Immediate Past Chair of the Shelbyville-Bedford County Chamber of Commerce and has been a dedicated board member of the Boys and Girls Club for the past five years. He also serves on the advisory board for USF College of Business CX Program as a member of their Steering Committee. In addition, Josh supports the community through his involvement with the Rotary Club and the Marshall Education Foundation.

Josh is a CXPA-Certified Customer Experience Professional and a Network Specialist in Computer Information Technology through TCAT. Josh graduated from Lee University with a BS in Business Administration. He is currently pursuing an MBA in Strategic Leadership from the University of Tennessee, with plans to graduate this December.