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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information CONFIDENTIALITY NOTICE: This image and content.

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Presentation on theme: "© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information CONFIDENTIALITY NOTICE: This image and content."— Presentation transcript:

1 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information CONFIDENTIALITY NOTICE: This image and content is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, copying, use, disclosure, or distribution is prohibited. The timelines and information provided is based on the latest available work plans and is subject to change.

2 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information @tdomres

3 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

4 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

5 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

6 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

7 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

8 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information How do we do this? Free up time Understand process React quickly to their needs Deliver a quality product & satisfaction in a timely manner Use & grasp some of the same technologies our customers are using

9 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Social Media Apps Online Customer Account Management

10 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information -Forbes 9/28/11

11 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

12 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

13 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

14 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Movie downloads Skype & FaceTime Streaming music/radio Streaming video Gaming

15 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

16 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information 15 MB/Hour per player Over 450 MB in a weekend!

17 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

18 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

19 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

20 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Educate customers in their consumption patterns – How data is consumed – Alert them when reaching various thresholds in their plan – Prepare them for potential billing of overages – Provide a timeline if planning to implement overage billing Present what they are consuming for a period of time before billing overages

21 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Usage alerts Real-time notification Print usage on statements Additional tools available All of these contribute to excellent customer service!

22 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Services available at customer location Speeds and feeds

23 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

24 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

25 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Website Automatic Bill Pay Bill Messages Text Messaging Email Blasts IVR Social Media Internal Campaign

26 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Easy to Use Free or Inexpensive to Download Achieve Main Functions

27 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

28 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

29 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

30 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

31 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

32 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

33 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Appointment Reminders – Email – Text – Voicemail

34 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Smart Devices in the Field Addressing Trouble Tickets New Installations Upgrades Customer Premise Equipment (CPE) Device Placement (STB, Routers, Cable Modems, etc.)

35 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

36 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

37 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Buyers do spend time trying to find out what their vendors are like before they spend their money and we do tend to buy more things from people we like. 2011 Forrester Research Survey

38 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

39 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

40 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Create awareness of new services Showcase employees & community relations efforts – Directory Photo & March Mania Contest – Employee Recipes Educate & inform customers on things Internet-related – Workshops – Google Tips – Internet Safety Search Engine Optimization – More inbound links to your website = higher Google ratings

41 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information December 2012 campaign Perfect segway to get into Pinterest and increase likes Andy the Alpine Elf – Pictures of employees with Andy – Andy on the Internet – Shopping at retail store

42 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information What messages create value for our customers? Defining messages through mediums Translate your companys personality!

43 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

44 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

45 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Creating valuable content – Tech Tip Thursday – Featured events on TV (local sporting events) – Upcoming coop. events (annual meeting, etc.) Member & employee involvement – Rocket Internet Video Contest – Community Food Drive

46 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information January 2013 campaign Promoted South Slopes Internet service & involved members Entries submitted via Facebook – Developed apps on Facebook – Approval process & voting – 7-year-old boy won an iPad!

47 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Social media interaction – Involving all generations A lot of members 65 and over Younger members are social media experts Provide comprehensive customer service – Outage information – Quick response to member inquiries

48 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

49 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

50 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

51 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information

52 © 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Todd Domres 701.667.6752 todd.domres@nisc.coop @tdomres

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