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30 Ideas in 60 Minutes

30 Ideas in 60 Minutes. ITA Marketing & Front Office Committee . CSR Appreciation – Marcie Boerner, Webster-Calhoun. Bill Stuffing Gave CSR’s box of StoveTop Stuffing & a recipe as a thank you Software Conversion Daily morale boosters.

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30 Ideas in 60 Minutes

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  1. 30 Ideas in 60 Minutes ITA Marketing & Front Office Committee

  2. CSR Appreciation – Marcie Boerner, Webster-Calhoun • Bill Stuffing • Gave CSR’s box of StoveTop Stuffing & a recipe as a thank you • Software Conversion • Daily morale boosters

  3. Annual Meeting – Kelly Johnson, Lost Nation-Elwood Telephone Co. • Hamilton Relay Services representative attended • Had booth to describe services and equipment for deaf, hard of hearing, and speech disabled individuals. • Good tie in with FCC filing on accessibility. • Brought customer awareness

  4. Email Addresses Branded – Lori Keppler, Alpine Communications • Email hosting through NeoNova • @alpinecom.net • Customers have access to Google Apps: Drive, Calendar, Sites, etc. • Everything stored in the cloud

  5. TechVantage – Janell King-Squires, Heart of Iowa Communications • Add’l revenue streams • TechVantage – computer maintenance program • Billed on a monthly basis • Includes 2 FREE (Tune-ups) Optimizations per year & 10-Point System Inspection

  6. FTTH Customer Thank You – Renee Knoop, Omnitel • Installed FTTH – gave customer thank yougift • Popcorn boxes: microwave popcorn, M&M’s, IPTV line up, remote control brochure, bundling brochure, DVR brochure • Went to customers in the rural area – new customers

  7. Monthly Potlucks – Heidi Mitchell, Heart of Iowa Communications • Customer service spearheads monthly potlucks • Pick a theme • Ex: Chili Cook Off • Crowns for the winner and print certificate

  8. Direct Mail – Cassie Radtke, HickoryTech • Drive increased bundle agreements & promote services to NW Iowa • Mail to each household 3 times

  9. Rebranding – Jody Schulte, Jefferson Telecom • New logo = consistent messaging • Created new website & Facebook page • www.jeffersontelecom.com • Vehicle decals - more cost efficient than wraps • New letterhead, business cards, signature boxes for all staff emails • Required all staff to wear logo’d clothing

  10. Paperless Trouble Tickets – Dave Sherlock, Interstate Communications • Simplified front/back office communication • Tickets and locates are not lost • Assign from one tech to another • Easy to include notes when completed

  11. Promotions/Goals – Melissa Stagg, Liberty Communications • Breakdown information for each promotion is emailed to all staff • Ex: $50 bill credit for new and upgrading Internet customers • Email would include sales goal, incentive for meeting the goal, list of weekly incentives if reach goals. • Weekly Incentives include: casual (jeans) day • Overall Campaign Goals include: pizza party, prize drawings, and cash bonuses

  12. March Mania Customer Contest – Marcie Boener, Webster-Calhoun • Bring community together in a fun contest for the NCAA men’s basketball tournament. • All online, easy to complete a bracket • No cost to participants • Provides touch points with customers

  13. “Pocket Protector Award” – Kelly Johnson, Lost Nation-Elwood Telephone Co. • Award for technical staff • Solved challenging issue – gave out a pocket protector in an award ceremony • Nominal cost to boost employee morale

  14. Task Mgmt Tool for Communication Lori Keppler, Alpine Communications • Integrated with Google – Gqueues • App works in Chrome & Android devices • Managers assign tasks and provides complete communication on projects.

  15. Website Committee – Janell King-Squires, Heart of Iowa Communications • Launching a new website • Formed a “website committee” – rep from each of cooperative’s 5 departments • Gain better content with all department’s input

  16. Employee Recognition – Renee Knoop, Omnitel • Installed FTTH – employees wore t-shirts with logo and message about FTTH • Provide employees with movie tickets or Amazon gift cards after successful project completion • Employee meetings – have a drawing, or guess the # in the jar. Prizes have been a Kindle Fire or other device.

  17. Upselling Incentive – Heidi Mitchell, Heart of Iowa Communications • SecureIT Race • Incentive to upsell a service • Winner was given a gift card

  18. Community Events – Cassie Radtke, HickoryTech • Tag Line: Responsive. Local. Committed.

  19. “Telly” the Elf – Jody Schulte, Jefferson Telecom • Read Elf on the Shelf story at area libraries • Telly moves daily around showroom • Kids spot Telly; name put in drawing • $10 in chamber bucks drawn weekly • Encourages parents and children to come into the office during the holidays.

  20. Bundle Simplification – Dave Sherlock, Interstate Communications • Took out LD and calling features nobody uses • Phone and Tier 2 or above of internet, get a discount • Phone and Tier 2 of video or above, get a discount • Take all 3, get a discount

  21. Facebook – Melissa Stagg, Liberty Communications • Increase positive community presence on Facebook: • Holiday Open House – open 4 hours on Sunday afternoon. Reputation for “best spread”. • Food drive during Holiday Open House

  22. Parade Volunteers - Marcie Boener, Webster-Calhoun • Partnered with a 6th grade class to man the float • “There’s No Place Like Home” – students dressed up as characters from the Wizard of Oz.

  23. ‘Alpine Update’ – Lori Keppler, Alpine Communications • Weekly internal email to keep staff informed • Information on: • Staff Schedule • Churn • Competition • Marketing • Regulatory • Service Orders • Troubles • Human Resources • Training Opportunities

  24. Kids Activity – Janell King-Squires, Heart of Iowa Communications • Make your own bubble wands • Strip the outside of CAT5 wire to expose small colorful wires • Let kids bend the wires to make creative bubble wands • Make homemade bubble mix

  25. Emergenetics – Renee Knopp, Omnitel • Consortia Consulting talked to staff • Recognized personality groups amongst each other

  26. Customer Service Week – Heidi Mitchell, Heart of Iowa Communications • A week of fun activities • Open the office an hour late • Make breakfast for staff • Scavenger hunt around town

  27. Social Media Contest – Cassie Radtke, HickoryTech • Facebook used to run contests, give updates, spread positive PR

  28. Catch-A-Sketch Contest – Jody Schulte, Jefferson Telecom • Partner with 3rd grade classes to design yellow page ads depicting Jefferson • Prizes to top 3 drawings that best follow the judging criteria • Present awards and talk about fun facts in the directory and telephone etiquette. • Ads are used as filler in next year’s directory.

  29. Business Partnership – Dave Sherlock, Interstate Communications • Telco partners with area RadioShacks • Upgrade Internet speed– receive $25 gift card • New Internet customer – $50 gift card • Sign up for a bundle with 2 year agreement - receive a Kindle Fire.

  30. Facebook – Melissa Stagg, Liberty Communications • Increase positive community presence on Facebook with parents: • Lollipops for Pictures – coloring pages uploaded to Facebook. • Emergency Number pages for Kids at back-to-school time.

  31. Customer Tailgate – Janell King-Squires, Heart of Iowa Communications • Addition to annual meeting • Annual tailgate at local exchange • Light meal • Games for kids • Terrific prizes

  32. Newsletter Contest – Renee Knoop, Omnitel • Newsletter customer contest • Questions – answered correctly, entered to win • Prizes – Prepaid Master Card at $50, gas cards, etc.

  33. Point System - Heidi Mitchell, Heart of Iowa • Point system for functions that you attend • Every point earned equals $1 • Use money for Heart of Iowa clothing

  34. Products & Services Education – Jody Schulte, Jefferson Telecom • Staff meeting each Mondayfor 10 minutes • During meeting we rotate a staff person to do education on either a product or service weekly. • Define product/service, list the benefits/value, cons of products, common Q&A, and cost to customer. • Informational flyer produced and each staff person has a binder.

  35. Questions

  36. Committee Contact Information • Marcie Boerner: MarcieB@wccta.com • Kelly Johnson: kjohnson@1netelco.com • Lori Keppler: lkeppler@alpinecom.net • Janell King-Squires: jsquires@heartofiowa.coop • Renee Knoop: rknoop@omnitel.biz • Heidi Mitchell: hmitchell@heartofiowa.coop • Cassie Radtke: cassie.montag@hickorytech.com • Jody Schulte: pjschulte@mchsi.com • David Sherlock: dsherlock@interstatecom.com • Melissa Stagg: mstagg@corp.lcom.net

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