US Cellular 2009 Annual Report Download - page 5

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the customer experience, and ensuring that
customers can stay connected at all times.
U.S. Cellular has received the J.D. Power and
Associates award for “Highest Call Quality
Performance among Wireless Cell Phone Users
in the North Central Region” for nine consecutive
reporting periods.
Investing for long-term growth
U.S. Cellular laid the groundwork in 2009
for major enablement initiatives that will be
implemented over the next several years to:
• Enhance our point-of-sale and billing system,
and enable faster development and delivery
of new services and products;
• Improve customer targeting and strengthen
customer relationships at every touch point
through new customer relationship management
and electronic data warehouse systems; and
• Increase online sales and customer self-service
at uscellular.com.
We expect that spending related to these
multi-year initiatives will continue at significant
levels over the next several years as U.S.
Cellular moves forward with implementation.
Enhancing our culture of customer focus
At U.S. Cellular, our uniquely dedicated associates
are the core of our Dynamic Organization—an
organizational model based on the belief that
effective leaders create engaged associates,
who in turn deliver outstanding service that
produces business results. We share the
core values of customer focus, respect for
associates, ethics, pride, empowerment and
diversity, and we measure our progress on
these values in our annual Culture Survey:
• A record 100 percent of participating
associates agreed that “Serving customers
is my highest priority” in 2009; and
• The terms associates used most to describe
the company were “customer-focused” and
“ethical”.
In 2010, U.S. Cellular was among a select
group of 206 companies named as
“Trustworthy Corporations” by Audit Integrity.
We owe our success as a company to our
associates, and we work hard to ensure an
inspiring and engaging business environment,
providing growth opportunities at all levels.
Building relationships with our communities
U.S. Cellular believes in being more than just a
wireless provider in the communities where we
do business. We’re committed to helping schools
through two innovative grassroots programs:
• Calling All Communities awards $100,000
each to 10 schools that receive the most
votes from community members. The program
drives retail traffic during the holiday season
by encouraging community members to visit
U.S. Cellular stores for voting codes. The 2010
campaign, completed in March, generated
more than 430,000 votes, nearly four times
the votes generated in 2009.
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