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This presentation outlines the confidential marketing strategies and statistical insights of Frontier Communications in the East Region. It includes detailed analyses of inbound and outbound call center performance, pricing strategies, retail store operations, and the effectiveness of affinity programs. Aimed at increasing customer engagement and sales, the document emphasizes target goals, financial estimations, and adjustments in compensation plans and product mixes to enhance customer retention and drive marketing calls. The strategies leverage market segmentation data while adhering to proprietary confidentiality.
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EAST REGION Segmentation Summary The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
EAST REGION Pricing Strategy * Includes HSI within Tiers 6-7-8 ** Based on “w/LD” The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
EAST REGION Inbound Call Center • Statistics • Average Monthly Call Volume • “BAU” 121,000 • Marketing 7,432 • Revenue $371,899 comm rev • RPC 4.25 • FTEs 82 • Annual cost $4.5 mil • Tactics TimeframeStatus • Alter compensation 1/1/06 • to drive behavior • Permanent simplified hip- 9/26/05 • pockets (pricing strategy) • DM to specific market 10/1/05 contingent on • segments (x-channel with pricing • OB TM) • Goals • Increase marketing calls to 15K/month • This is a 276% increase over current year to date marketing call volume • Product Mix • TIER 1, TIER4-5, & • Connections • Need Current Product Mix/Change or increase by XXX Results The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
EAST REGION Outbound Telemarketing • Statistics • Quarterly Attempts 250,000 • Hours Needed 15,625 • Estimated Cost $375,000 • Estimated Cost/Sale $48.50 • TacticsTimeframeStatus • OB to specific – NY R1 60 Days Pending Approval • Targeted offers – T1 Unlimited Pending Approval • $39.95 • Goals • Close to attempt ratio 3.09% • Initial sales 7,725 • Average incremental lift $15.00 • Est. Add. Rev. $115,875 per month • Return on investment 3.24 months • Additional Up sell to T 5-8 – Est. 2,086 • Churn – Reduce churn to competition based on a one year commitment • Increased retention of customers w/packages Results The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
EAST REGION Take the Lead • Statistics • Referrals 921 • Sales 571 • Participation 38% • Referral to sales ratio 62% • Revenue $460,885 • TacticsTimeframeStatus • Alter compensation to drive 10/1/05 • product mix • Access Lines • High Speed Internet • TIER 1, 4, 5 • Connections • Performance metric & union contract Vary by contract • Mgt goal sheets (12 per empoyee) 1/1/06 • Simplify product and pricing 10/1/05 • Goals • Product mix – GRIF- Current & Goals • Participation 100% mgmt, 60% overall • Referrals, avg. per • employee per month 1.0 Results The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
EAST REGION Retail Stores • Statistics • Average Traffic 48,547 • Sales Per Contact $.57 • FTE’s 35 • Avg Quota $750 • MRC $27,633 • Product Mix • Bundles 802 • High Speed Internet 291 • DISH 99 • # of Stores 19 • TacticsTimeframeStatus • Realignment plan • 4 Close (Sylvan Lake, Hundred, New Holland, Rienzi) : 4 employees • 7 Profitable (Cookeville, Crossville, Martin, Statesboro, Atmore, Monroeville, Norwich) • 7 In Bubble (Gloversville, McMinnville, Sparta, Powell, Charles Town, Bluefield, Moorefield) • 2 Relocate/ (Middletown, Monroe) : 3 employees • Combine • Increase Traffic • CPE promotions (Available only at retail stores) • Bill messaging Increase awareness of resources • Banners/Signs Get customers’ attention • Increased involvement in Community/Affinity Partners • Introduce Small Business • training ~ starting all Tennessee offices 10/10/05 • scheduling appointments for sales • Demo stations • working products – test, hands-on availability • Goals • Traffic (Avg) 48,206 • Sales per contact (Avg) $.99 • MRC Floor $47,724 Results The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
EAST REGION Affinity Programs TacticsTimeframeStatus Presentation Materials 9/28/05 • Community Connections Program Overview • Community Connections - Partner Agreement Letter • Community Connections - Member Letter • Community Connections - Product Overview • Referral Form • Vendor Set Up Form • LINK Article (w/Request Form) 9/21/05 Awaiting Final Approval • Employee E-Mail (w/Request 9/21/05 Awaiting Final Approval • Form) • Direct Mail – Targeting Non- 9/30/05 In Process • Profit Organizations to announce • Affinity Program • Database requested from Kevin Weckesser • Youth Organizations and Centers • Elementary & Secondary Schools • Libraries • Business Associations • Fraternal Associations • Religious Organizations • Volunteer Fire Companies Results • Goals • Program participants • Revenue derived • Specific Goals by Territory OCC – Community Connections Test Organization TIER 5 w/Unlimited LD 10 SATELLITE ULTIMATE (180 Channels) 5 TIER 1 w/Unlimited LD 2 SATELLITE ADVANTAGE (60 Channels) 1 The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
EAST REGION Implementation Summary All projects implemented by 10/28/05. The information contained in this presentation is confidential, and contains proprietary data with respect to Frontier, A Citizens Communications Company and its customers.
