Matt Clayton from MStar gave this presentation on Considering the Business: Successful Marketing at Blandin Foundations Annual Broadband Conference 2007.
11. Stages leading up to a converged IP experience Stage 1: Bundling Bundling: Different infrastructures, different, formats, different companies Example: Qwest with Direct TV
12. Stages leading up to a converged IP experience Stage 2: Single Company Bundle Examples: Comcast, Cox, Other MSO’s
13. What is a converged IP experience? All communication services are delivered over one infrastructure, one protocol, one bill
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20. Components that go in to providing retail services Customer Experience Technology & Licenses Brand Sales & Marketing Products & Services Legal Finance Personnel & Culture Operations (Network & Internal)
21. The customer experience defines what our brand means Technology & Licenses Brand Sales & Marketing Products & Services Legal Finance Personnel Operations (Network & Internal)
26. Support Decision Tree Support tools we have created Following are screen shots of the support decision tree. The support decision tree allows customer service reps to query for answers to problems and obtain information from either a database or a knowledge base. The information is continually updated.
27. Support Knowledge Base Support tools we have created The knowledge base provides information for support reps to disseminate solutions to our customers Following are screen shots of the knowledge base
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29. Measurement & Tracking Tools Reducing response time to unresolved customer issues (open tickets)
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33. Going beyond customer satisfaction Awareness Consideration Preference Purchase Loyalty Introduction First Date Engagement Courtship Marriage