Cincinnati Bell 2001 Annual Report Download - page 7

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KEY MEASURE 2: Satisfying a growing number of customers, who grow their business with us
BY OUR CUSTOMERS.
5
INTENSIFYING CUSTOMER FOCUS
We have entered an era where relationships drive our success, bringing renewed
intensity to our customer focus. We carry forward a living legacy – Cincinnati Bell’s
hallmark has always been best-in-class customer service. That is also what
Broadwing is all about.
Customer focus, though, is a common claim. The proof lies with the customers
themselves.
In all areas of the business, we continue to attract new customers and earn repeat
business with existing customers. Once customers experience our quality, speed of
delivery and service, they typically buy more services from us. In 2001, we added
more high-value enterprise accounts and deepened our relationships with existing
accounts. As for customer satisfaction, in 2001 Cincinnati Bell received not one, but
two J.D. Power and Associates awards – the #1 ranking for both Local Residential
Telephone Customer Satisfaction and Residential Long Distance Customer
Satisfaction among Mainstream Users. Also, Broadwing Communications has
consistently ranked as one of the top internet service providers by MatrixNet’s
ranking of internet providers.
TUR N I NG INVESTMENTS INTO DRIVERS OF GROWTH What are the catalysts
for all this growth? They are functionality and bandwidth made possible by our
investments in the nationwide network, wireless infrastructure and ADSL network.
In Cincinnati Bell, we have a very solid, mature and profitable business – a
powerful source of cash flow and customer loyalty. The surprise to any who take
that for granted is the tremendous growth in new revenues from our established
customer base. In a few short years, from scratch, we have built thriving businesses
with wireless, long distance and ADSL services. Our wireless business commands
the top spot with close to 29 percent market share. Cincinnati Bell Any Distance,
our long distance offering, ended its second full year with about 67 percent of the
Cincinnati residential market and nearly 38 percent of the business market. At
approximately 7 percent, our ADSL penetration ranks as the best per capita in the
nation. Cincinnati Bell has also achieved industry-leading penetration in selling
bundled services through Complete Connections, resulting in lower churn and higher
average revenue per household. The Cincinnati Bell companies all have revenue,
market share and EBITDA growth at or near the top of their peer groups every quarter.
As for enterprise solutions in the local market, we have penetrated a number of
large Cincinnati-based corporations. Nationally, Broadwing Communications is
focused on the enterprise segment and has gained real, measurable momentum.
We believe there is still tremendous opportunity for growth in the enterprise segment,
both locally and nationally. Furthermore, we are approaching our Carrier business with
a new focus on vertical markets, particularly in the wireless and cable industries, and
have seen early wins.
#1 IN CUSTOME R
SATIS FACTION
JACK CASS I DY
President and Chief
Operating Officer,
Cincinnati Bell
* J.D. Power and Associates 2001 Residential Local Telephone Customer Satisfaction StudySM. Study conducted among 12,000 residential users of local telephone services.
** J.D. Power and Associates 2001 Residential Long Distance Satisfaction StudySM. Study conducted among 12,008 residential long distance users. Mainstream is defined as
an average of less than $50 spent on long distance calls each month.
#1 in Local Residential Telephone
Customer Satisfaction*
#1 in Residential Long Distance Customer
Satisfaction-Mainstream Users**