IT and Communications Services Provider Recognized in Using Enterprise Feedback Management to Improve Customer Satisfaction and Business Results
ATLANTA--(BUSINESS WIRE)-- Cbeyond, Inc. (NASDAQ:CBEY, news, filings), a leading provider of IT and communications services to small businesses across the country, today announced it has been selected as a recipient of a 2011 MarketTools Achievement in Customer Excellence (ACE) Award. The ACE Awards are presented annually by MarketTools, a leading provider of Enterprise Feedback Management (EFM) solutions, to commemorate outstanding achievements in applying feedback processes and overall customer service and satisfaction.
Cbeyond earned the MarketTools ACE Award by submitting the results of its Five-Day Survey, which exceeded the criteria for feedback processes and customer approval. The Cbeyond Five-Day Survey is designed to secure feedback from new customers on their installation and on-boarding process. This feedback is then used to improve the customer experience.
"As more businesses turn to automated service tools to address customer inquiries, Cbeyond takes great pride in our ability to build trust and loyalty among our customers through frequent high-touch interaction," said Brent Cobb, chief revenue and customer officer at Cbeyond. "We call this The Cbeyond Experience. Since nearly one-third of our business comes from referrals, we recognize that earning the admiration of our customers takes more than simply delivering a product or service; it requires delivering superior installation and on-boarding support."
Cbeyond is one of 36 organizations to receive a 2011 MarketTools ACE Award. The MarketTools ACE Award certifies, acknowledges and celebrates outstanding achievement in customer satisfaction, employee satisfaction, and/or partner satisfaction. Receiving a MarketTools ACE Award is a distinct honor that demonstrates the rigorous application of enterprise feedback processes and its outstanding performance as measured by those processes. Only a small percentage of MarketTools' clients, already a select group highly committed to customer, employee and partner satisfaction, qualify for the award.
"High customer, employee and partner satisfaction levels are critical drivers of business growth and long-term profitability," said Scott Arnold, president and CEO of MarketTools, Inc. "We are delighted to recognize Cbeyond for its commitment to achieving the highest levels of customer satisfaction and loyalty, and we are proud that they rely on MarketTools CustomerSat for their enterprise feedback management initiatives."
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For more than 10 years, Cbeyond, Inc. (NASDAQ: CBEY) has provided small businesses with leading IT and communications solutions. Serving customers throughout the U.S., Cbeyond offers more than 30 productivity-enhancing applications including local and long-distance voice, broadband Internet, mobile, BlackBerry®, voicemail, email, web hosting, fax-to-email, data backup, file-sharing, virtual private networking and cloud services. Winning over 50 awards for product innovation, growth and providing a quality customer experience,Cbeyond continues to focus on helping small businesses succeed and grow through high-performance technology, superior services and world-class support. For more information on Cbeyond, visit www.cbeyond.net/smb and follow Cbeyond on Twitter: www.Twitter.com/Cbeyondinc.
About the MarketTools ACE Awards
Established in 2005, the MarketTools ACE Awards program recognizes outstanding achievement in customer, employee and partner satisfaction. To be eligible for a 2011 MarketTools ACE Award, clients must have conducted one or more surveys to assess customer satisfaction, employee satisfaction, or partner satisfaction between October 1, 2009 and September 30, 2010, and completed an application form. Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period during the qualifying period. The customer feedback on which awards are based must be representative of the entire business, or qualifying business unit or business segment, to which the award applies. MarketTools ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable. Surveys may use either a census of customers or representative sampling with specified minimum confidence levels and maximum margins of error.
Shana Keith, 678-384-8304
Source: Cbeyond, Inc.
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