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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Benefits of customer referrals and employee incentives Getting everyone on board to promote & sell your products & services Member case studies (PGTelco, PTCI, South Slope, Endeavor Communications) Your Billing/OSS software as a valuable tool

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Heighten Brand Awareness Increase Revenue Growth Enhance Motivation Techniques Utilize Those with Most Product Knowledge Strengthen Relationships

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Educate – Marketing is a concern for everyone – Regular training is essential Communicate – Keep all departments informed Involvement – Team approach to decision making – Involve staff in the “fun” stuff

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Inform employees of the importance of marketing efforts – Company buy-in allows for greater success Provide access to marketing collateral prior to campaigns

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Ensure employees know about software functionality available to them Regular team meetings to bring all employees up to speed on new promotions Weekly training to assist staff in better understanding product benefits & promotions

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Prior to promotions, meet to discuss any potential challenges Share results of successful campaigns with entire company Multiple mediums to get information disseminated to all staff

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Solicit ideas and feedback Include marketing staff in decision making process Invite all staff to take part in community events Involve technicians in distribution of marketing collateral – demos, door hangers, flyers during installation

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Employee Incentive Program – Incentive of Paid Time Off (PTO) for achieving company sales goals

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Monthly & quarterly company-wide goals of High Speed Internet new installations If made their goal, everyone in the company got 1 hour of PTO Team-oriented approach

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Tried individual goals for CSRs and Installation & Repair Staff Based on totals, some employees could get up to 4 hours of PTO Company-wide goals push everyone to boost sales Employees happy with PTO rewarded

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Refer friends & family & get the following rebates: – Express Service$20 – Express-Plus Service $30 – Elite Service or Above $40

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information If you are referred by a friend you get the following discounts: – Express Service$10/mo for 3 months – Express-Plus Service $15/mo for 3 months – Elite Service or Above $20/mo for 3 months

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Customer Referral Program Employee Incentive Programs Installer/Repairmen & Repair Clerk Incentive Program

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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information 130 referral coupons returned in 2012 compared to 44 in 2009 Approx. 195% increase!

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

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

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

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information 243 cards brought back by customers from January through December 2012 Extended to employee’s children – Cell Phone Program – Separate Incentive Card

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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information 40 cards turned in by 20 children in 2012 Free use of most popular phones Those who had cards returned get to upgrade

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Approx. 30% increase in incentive card revenue since 2009

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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Number of items sold and/or up-sold The installer receives half of the monthly revenue one time Extended to repair clerks since they are on the phone with customers April, May and June – highest months

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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Number of items sold and/or up- sold November & December– highest months Average of approx. $3,675/year per CSR

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Customer Referral Program – No Strings Attached! Team Effort

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

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

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information No Strings Attached – turning technicians into sales people Teams have members from each department – everyone works together Employees brought 60 referrals in 1 week!

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Organizational Message Referral Program Total Team Effort

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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information We Are The Technology Leaders in Your Community!

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© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information In contact with area realtors to participate in referral program Fantastic time for buyers Local cooperative connection – Additional partnerships! Meeting with area realtor boards & supplying them with refer a friend brochures

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Who are our businesses and how do we connect to them?

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Focus groups – review employee suggestions, ideas & keep in touch! Working together – keep communication lines open Training – what are we selling? – Everyone has responsibility to represent the cooperative!

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Targeted Marketing Messages – Customized Bill Inserts & Statement Messages – Online Customer Account Management – Customer Engagement Apps Upselling Efforts – CSRs upselling to reach incentives – Did you hear about our customer referral program? – Follow-Up

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Customer Relationship Management (CRM) tool – Helpful tracking – User-defined fields Churn Analysis – Reason for adding service – Evaluation of marketing tactics

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information Promotional Maintenance – Tie a specific code to referral Ad Hoc Reporting – Quick Customer Accounts

© 2013 NISC. All Rights Reserved This document contains Confidential and/or NISC Proprietary Information With Incentive & Referral Programs You Can: Heighten Brand Awareness Heighten Brand Awareness Increase Revenue Growth Increase Revenue Growth Enhance Motivation Techniques Enhance Motivation Techniques Utilize Those with Most Product Knowledge Utilize Those with Most Product Knowledge Strengthen Relationships Strengthen Relationships

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

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

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