Responding to increasing competition in the telecommunications industry, Cablevision Mexico implemented a Balanced Scorecard program in 2008 to ensure its future success by improving capacity and infrastructure to deliver high-quality video, voice and broadband services. During the early years they achieved internal synergy, gained workforce commitment, and established a new culture of performance. Hard benefits followed, including significant improvements in customer satisfaction (including a strong emotional link and a differentiated customer experience) and breakthrough financial performance (EBITDA and sales).