LONDON, 18 December 2009 – As 2009 draws to a close, Easynet Global Services reveals that the success of its business growth over the past year lies in its Customer Advocacy Programme. The programme has led the organisation to grow its global business by 16% in a tough economic climate.

Evidence of the programme’s success lies in the significant new global contracts signed throughout 2009 with customers including Bridgestone Europe and Ipsos MORI.

Easynet’s consultancy-led approach and conviction that its customers are its best asset are key factors behind this programme, which includes:

• The Easynet Customer Advisory Boards: 12-14 of Easynet’s customers across each region who meet regularly and directly influence Easynet’s business strategy and operations;
• Customer Touch meetings, in which customers brief Easynet staff on their experience of the business, and identify areas for improvement:
• A News Communications Process, ensuring customers receive regular electronic newsletters detailing company news and strategy
• A Global Sales charter, ensuring that Sales Teams focus on a strict set of values to ensure a consistent approach across all Easynet countries
• Regular measurement and analysis of relationships and performance against commitments

Easynet’s Customer Portal, Insite, is a direct result of consultation with the Customer Advisory Boards.  Easynet’s engineers worked with Customer Advisory Board members to create this single source of information for customers on their network solutions, informing them of everything from e-billing to real-time updates on tickets raised.

Christiaan De Backer from Tele Atlas/Tom Tom, said: “What we like about Easynet is how close they are to their customers, how they listen to them and work with them to come to the right solutions. We feel they are more engaged with their customers than other partners we have. They come to see us pro-actively with improvement suggestions, both in terms of cost and service optimization”.

Marcus Judge, from Kohler, agreed with Mr De Backer, saying, “One of Easynet’s key strengths, I think, is its people, the account management that we get and the flexibility of the business. It’s of a size where we feel we can be listened to and have some kind of useful dialogue and influence.”

Koen Vanpraet, global sales and marketing for Easynet Global Services, said, “The strength in a business lies in its ability to both listen and respond to its customers, and act on their suggestions. Our Customer Advocacy Programme ensures we do exactly that, and as a direct result, our customer satisfaction has improved considerably.”  He continues, “We will continue to strive towards exceeding the expectations of every single one of our customers, and our Advocacy Programme is a key part in helping us to achieve that”.