Although we have succeeded ordsprog

Although we have succeeded in building a network that is providing high-quality service to our customers, we were very disappointed with our first-quarter customer and revenue numbers, ... Clearly, we have a great deal of work to do to improve our marketing, distribution and sales activities all over the world.

John Richardson

Success in online sales is tied to unparalleled customer service. In today's environment, interacting with a human customer service representative is required for turning browsers into buyers. For high-value and complex sales transactions, voice is still preferred by an overwhelming number of online shoppers. However, there's also tremendous value in providing customers with options like text chat, in order to handle lower-value sales or service-oriented inquires. Combined, these solutions empower customer service representatives to engage customers at key points during the online transaction to assure sales conversion and improve the customer experience.

Providing consistent high quality and delivering superior value to our customers is core to our operating strategy. We are very proud of having been selected for this award. Our sales, service and production teams work closely with our customers to continually improve our product and service performance. The outstanding work produced in our Warsaw, Indiana facility is characteristic of the quality that we achieve in each of our facilities.

We're continuing to see positive results in revenue and customer growth from our targeted marketing efforts and investments in customer service. Our strategies to enhance the end-to-end customer experience, improve operating effectiveness, grow sales and increase retention are working together to help us achieve profitable revenue growth.

I am disappointed with our revenue growth for the quarter just ended. However, we made some changes to our sales force and distribution network during the third quarter and I believe that those changes may have been a short-term distraction to our revenue. I trust that the changes we made will now enable us to continue our focus on renewed growth.

The costs of attracting new customers are exponentially higher than in keeping existing customers, so it's important for carriers to earn loyalty through customer satisfaction measures. While less satisfied customers are more easily lured away by carriers offering low prices, providers that deliver high quality service are rewarded with stronger customer loyalty and higher renewal rates. Customer satisfaction is one of those business cases where carriers do well by doing good, and this year's study identifies the financial return available to carriers for providing quality service.

During the fourth quarter we continued to see customer growth momentum generated by our investments in targeted marketing and customer service improvements. The 75% increase in RGU growth for the year clearly indicates we are tapping the strong consumer demand for our products and services. Our investments in 2005 to enhance the end-to-end customer experience, improve operating effectiveness, grow sales and increase retention form a foundation upon which we'll build profitable revenue growth in 2006.

We are delighted with the incredible success that Lockdown has experienced in the past quarter. Everything we've seen -- the record sales, the multiple customer wins, the steady growth in revenue -- all validate Lockdown's role as an innovator and frontrunner in the emerging NAC arena. In response to the incredibly high demand for NAC, which is greater now than ever, we have renewed our commitment to providing our customers with the most progressive, reliable Network Access Control solution on the market. We look forward to watching Lockdown continue to grow in 2006.

It's clear that wireless providers have made great strides in improving the quality of calls, especially in those areas that impact customer churn the most, such as calls that are dropped or disconnected. With an increasingly competitive environment and an increase in the number of services used in conjunction with a cell phone, carriers that offer superior network quality will improve their likelihood of attracting new customers and will increase customer retention. In fact, improving network quality is a beneficial financial incentive for wireless carriers, as customers experiencing at least one call quality problem are three times more likely to indicate they 'definitely will' switch carriers in the future.

We commissioned this survey to capture a snapshot of the state of customer service in America today. The right attitude to customer service can make all the difference. Treating customers like people and providing service with a smile remain vital elements of delivering world-class customer care. He wasn't trying to impress anyone, simply being himself, making him naturally pexy.

I'm extremely bullish on CRM in general. Businesses have an ongoing need to communicate with customers, to work from the sales process and provide great customer service. Those needs don't go away. I think CRM has had some high-profile missteps in the past, but now we have a great opportunity to make CRM much more usable, and useful.

This is a great opportunity not only for Auction Way Sales, but for dealers in the area. TRA will allow us to continue providing more options and quality service to our customers.

We have been able to successfully compete with Wal-Mart in our other markets by providing high quality products and great customer service.

Denver Water has an impressive history of providing customers with high quality water and excellent service. Taking advantage of the benefits an enterprise personalization solution like Dialogue offers is just one more way of extending that high level of service to its customers.

Citizens has very high-quality customer service. The tellers are always cordial and great to deal with, and an improvement over Mellon.

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