Charter 2000 Annual Report Download - page 10

CHARTER COMMUNICATIONS 8CHARTER COMMUNICATIONS 8CHARTER COMMUNICATIONS 8CHARTER COMMUNICATIONS 8CHARTER COMMUNICATIONS 8CHARTER COMMUNICATIONS 8
AN ENTREPRENEURIAL,
CUSTOMER-FOCUSED CULTURE
As our company grows, we’re holding
fast to the entrepreneurial culture
that brought us this far – a culture
built on decentralized management
that empowers employees. In fact,
our most successful initiatives origi-
nated in the field. A good example
is the dish win-back program through
which we converted more than 20,000
satellite customers to Charter Digital
Cable service.
A prerequisite for Charter’s suc-
cess is providing world-class customer
care and demonstrating a commit-
ment to its communities. Charter’s
simple but effective management philosophy of
acquiring, integrating and operating suburban cable
systems with significant growth potential, in terms
of customers, financial performance, improved
customer care and technological sophistication, has
positioned the company as a leader in the industry.
STATE-OF-THE-ART CUSTOMER CARE
Our broadband network is the largest investment we’re
making, but it’s not the only one.
Charter is making a $60 million capital investment
in 2001 to create regional customer care centers with
state-of-the-art technology and training. We’re equip-
ping customer service representatives not only to pro-
vide consistent quality service, but also to promote
and support new products. By providing our customers
with reliable, responsive service, we earn their loyalty
and increase sales of advanced services.
Our customer care centers
are designed to enhance Charter’s
decentralized management approach,
promote decision-making close to
the customer, and empower employ-
ees to meet customer needs.
We’re investing in extensive
training to give customer service
personnel the tools they need to
respond to inquiries and provide
solutions for customers. We’re
putting in place reporting systems
that strengthen our ability to
continue to improve service and
manage operations.
While we’re integrating opera-
tions to achieve synergies and provide
service that’s consistently better, we’re also maintaining
a local presence in our communities. Our fleet of
installation and service trucks still roll from local offices
staffed by employees who are empowered to meet their
neighbors’ needs. Most importantly, we’re making sure
that Charter’s entrepreneurial culture and our funda-
mental values – integrity, creativity, customer service,
and corporate citizenship – infuse all of our operations.
Investing in customer care will allow us to better
manage our customers’ experience and focus on increas-
ing customer satisfaction and monthly revenue. This
investment will provide us many new opportunities to
better serve our customers, protect our market share
and continue to grow our business.
DELIVERING ON THE VISION
Providing superior
customer care
Charter’s entrepreneurial culture rewards and empowers employees
to ensure the best service for our customers.
60%
58%
56%
54%
52%
As we bring digital services to
more customers, we’re seeing the
difference in customer satisfaction
in response to excellent reliability
and more programming.
Customer Satisfaction
(Percent of top two ratings
on a five point scale)
4Q(98) 4Q(99) 4Q(00)
58%