Dearest valued customer,
Looking back at the goals we set for 2019, I’m proud to say that GVTC not only delivered on its promise to provide the best value in communication services amongst competitors, but it also paved the path for future innovation and success with just three main initiatives this year.
Setting a new standard for superior customer service
Dedicated to Creating Fiercely Loyal Customers, we continued our efforts to deliver on customer feedback by conducting touchpoint surveys that provided significant insights into areas where we are excelling, while also giving our customers an opportunity to let us know about areas where we can improve. We’re in the people business. We’re here for you, and with each new partnership we establish, we’re committed to listening to what you have to say.
In 2020, we plan to continue this dialogue by requesting your feedback during different touchpoints in your customer journey. This, in turn, provides us the necessary qualitative data needed for areas of growth and to encourage customer advocacy, all while remaining faithful to our promise of keeping customer service at the center of all that we do.
Growing our local roots
We also extended our first-of-its-kind Member Dividend Program into 2019, which is our way to further thank our fiercely loyal members for “choosing local.” This program provides all active GVTC members who are eligible with a 20% dividend that is applied to their payments–every month! Then, we took our efforts one step further.
As we seek to grow our local roots and be the #1 provider in our service area, we launched our GVTC Premium WiFi powered by WiFi 6. With this release of this new router, GVTC customers instantly receive greater home WiFi coverage, a stronger throughput for faster speeds, and increased device connectivity. Over 3,000 homes have made the switch in just two months, and we’re excited to see the momentum from this new product offering continue into the new year.
Engaging customers online
A large part of GVTC’s success has been our ability to adapt to the evolving industry, in particular, the way we engage customers online. With more people turning to social media and online shopping, we devoted resources to Digital Engagement to meet customers’ needs on their terms and at their convenience.
We increased our customer support through Social Media channels including Facebook, Instagram, Twitter, LinkedIn, and YouTube as well as review sites including Google, Yelp, Birdeye, and NextDoor, noticing the need for online communication and local connection.
Going beyond business to support our community
Our efforts don’t stop at our front door. With our community at the heart of everything we do, it was an unforgettable year for our 100% employee-driven philanthropic arm, The GVTC Foundation. Since its inception in 2006, The GVTC Foundation has donated more than $3.4 million to our service areas through charitable grants and event sponsorships, up to $50,000 in scholarships every year, and volunteerism via outreach projects.
Thanks to the partnerships of community organizations and GVTC employee volunteers, we were able to raise nearly $220,000 from our 2019 GVTC Charitable Golf Classic for local donations. And even more outstanding was the outpour of support for this year’s Thanksgiving Giveback Project; after partnering with 33 local food banks, youth organizations, and businesses, The GVTC Foundation packaged and delivered 314 Thanksgiving meals to families in need throughout GVTC’s service area. It’s a true testament to the power and heart our community has.
Happy Holidays and an even Happier New Year
With the holidays upon us and a new year ahead, there’s no doubt many of you will be using multiple broadband devices to connect with friends and family near and far. Our state-of-the-art technology helps us stay close and connected, where others are not as fortunate, and for that simple gift, we are truly grateful. In the spirit of the season, I’d like to wish you and your families a Merry Christmas and a prosperous New Year. And, most of all, I want to thank you for being Fiercely Loyal Customers.
Ritchie Sorrells
CEO, GVTC