tw telecom Success Snapshot
“Service has always been a strength of ours, but now we’ve made it an actual competitive differentiator in the marketplace. Our program has enabled us to deliver a consistent customer experience in a quantifiable way, and it gives us a reference point to have conversations about where we invest in our business. It’s given us a level of sophistication in our business that we have never had before.”
– Lara Wise, Vice President, Customer Experience
Customer Feedback Fuels Innovation and Growth
tw telecom is a leading provider of managed networking solutions for enterprise organizations and communications services companies.
Challenges
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Scale sales and operations to serve a growing customer base while delivering an exceptional customer experience that drives customer loyalty and revenue growth
- Transform a core strength in customer service into a true differentiator that has a lasting impact on the bottom line
Results
tw telecom implemented a comprehensive Voice of the Customer program powered by Satmetrix technology and expertise to collect, analyze, and act upon customer feedback at every touch point.
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Increased NPS: 65% improvement in NPS following the operational integration of 20,000 acquired small business customers and 31 additional metropolitan markets in 2008.
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Reduced Churn: 27% reduction in customer churn
- Revenue Growth: 5% growth year over year despite challenging economic conditions
- Positive Word of Mouth: 10% of current run rate attributed to referrals
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