Innovation for Long Term Mutual Value

The World Communication Awards recognize the companies and individuals responsible for the innovations, achievements and great new services that are helping to build tomorrows industry. Voted on by telecoms end user groups and readers of Total Telecom magazine, Global Crossing is proud to be this year’s recipient of the premier 'Users Choice ' Award as well as a finalist in the "Best Customer Care" category. Ensuring the delivery of mutual value through the innovation of a superior customer experience is our passion and we recognize these industry accolades as additional proof points in our efforts to do deliver.

Our vision of the customer experience is simple: to delight our customers. We aim to offer customers visibility and control coupled with world-class customer support. To that end, we are focusing much of our innovation on developing tools that will enable customers to access real-time information, as well as quickly analyze their network and instantaneously execute business decisions that are intrinsic to their day-to-day success.
Steve Hauck
Vice President, Customer Experience Re-Engineering

Customer satisfaction metrics, while perceived as a point-in-time measurement, are valuable metrics. In fact, recent CSAT scores at GC demonstrate that the company has a competitive advantage across six important customer-facing categories including Overall Satisfaction, Account Support Team, Customer Services Center, Service Activity Support, Billing Support and Overall Value.

Customer loyalty, in contrast, is based on a long standing set of performance criteria:

• Are your customers very satisfied?
• Are your customers willing to stay with you?
• Are your customers willing to recommend you?

According to the 2009 Crystal Ball report published by Telemark, a market research firm, when compared to other network service providers, >Global Crossing garnered the highest percentage of customers "willing to recommend their current provider."