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Store Channel

Store Channel. Jason Taylor DM, OP01. February 26, 2014. Retail OP01 Highlights. Grow Customers Postpaid Net Adds. Grow Revenue TMP. Grow Profitability Return Rate. 919 Tablets. Save Tool Utilization 1192. 1.44 LNP. Hit Rate 12.3%. Churn 0.85%. Financial Performance and KPIs.

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Store Channel

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  1. Store Channel Jason Taylor DM, OP01 February 26, 2014

  2. Retail OP01 Highlights Grow Customers Postpaid Net Adds Grow Revenue TMP • Grow Profitability • Return Rate 919 Tablets Save Tool Utilization 1192 1.44 LNP Hit Rate 12.3% Churn 0.85% Financial Performance and KPIs Highlights/Opportunities • Retail Highlights • Coaching to smart • New hire training • Business Channel Partnership Retail Opportunities • Focus on right ratios • Selling to the entire account • Leveraging all tools for rev

  3. OP01 New Category Growth New Categories R2B Tablets Gross Adds Gross Adds Gross Adds RGUs Internet Excl Tablets Highlights/Opportunities • Retail Highlights • Tablets for everyone • Funnel management • Retail Opportunities • Referral to install • Own the home HPC/HF TWC INSTALLS

  4. OP01 Grow and DiversifyRevenue Share Everything Data Driver (GB) ARD ($) RGF Units Highlights/Opportunities • Retail Highlights • Commission training • New Hire training • Retail Opportunities • Focus on People • Close the Gap

  5. OP01 Drive Profitability Higher Edge (%) Trade-in (%) NTF (%) Highlights/Opportunities • Retail Highlights • Leverage Recycle • Service to sales • Retail Opportunities • Troubleshooting • WAA execution Consider Productivity

  6. OP01 Transform CLIENT Experience NPS Save Tool Utilization WAA (%) Highlights/Opportunities • Retail Highlights • We won’t lose one • Smart coaching • Smart Rewards • Retail Opportunities • Resource Management • Every customer, every time (WAA)

  7. OP01 Turnover Stats & Reasons for Turnover Turnover OHPA DM Stacked Rankings • 2013 Annualized Turnover : 29.6% • Top Term Reasons • Dissatisfied with Pay/Benefits - 15% • Career Change - 12% • Dissatisfied with Hours - 12% Opportunities & Initiatives • MIT/Career development • Roundtables • Employee surveys • Recruiting • Consistent recognition

  8. OP01 Forecast

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