Creating a Customer-Centric Culture with Kimberly McKinley of UTOPIA Fiber

5G Talent Talk with Carrie Charles

In this episode of "5G Talent Talk," host Carrie Charles interviews Kimberly McKinley, the Chief Marketing Officer of Utopia Fiber. Kimberly shares her unique career path, starting in healthcare accounting and moving through various marketing roles before joining Utopia Fiber in 2010. Utopia Fiber, founded in 2004 by 11 cities in Utah, is now the largest and most successful open access network in the U.S. This model allows multiple private ISPs to operate on a publicly-owned fiber infrastructure, offering consumers high-quality, competitively-priced internet services.

Kimberly explains the benefits and challenges of an open access network, emphasizing the importance of cities managing infrastructure while enabling private sector competition. She discusses Utopia's customer-centric approach, including personalized welcome packages and attentive customer service, which has resulted in high customer satisfaction.

Kimberly also highlights Utopia's strong company culture, marked by long employee tenures and a supportive, family-like environment. She credits their success to compassionate leadership, employee empowerment, and a focus on human connection over rigid metrics. As a woman in telecom, Kimberly advocates for authenticity and confidence, encouraging women to embrace their unique perspectives and pursue leadership roles. She emphasizes the need for inclusive, supportive environments to attract and retain diverse talent in the industry.

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