Charter Products and Services. Charter Retail Marketing

Transcription

1 Charter Products and Services Charter Retail Marketing 1

2 Charter Markets California (Southern CA) Central States (IL, MO) Georgia/Alabama Michigan Minnesota/Nebraska New England (NY, VT, NH, MA, CT) Northwest (Northern CA, NV, OR, WA) South Carolina/North Carolina/Virginia Tennessee/Louisiana Texas Wisconsin Mountain States 2

3 Customer Guarantee Our promise to you: Charter is committed to providing the best customer experience, and we stand behind our products and services. 30-Day Money-Back Guarantee We believe in our people, our products and providing our customers with exceptional service. We're confident you will be completely satisfied with your Charter experience. If for any reason you are not satisfied with a Charter service within the first 30 days, we'll give you your money back. Service Experience Guarantee We want you to enjoy doing business with us and we'll deliver on our commitments to you. We'll arrive during your scheduled appointment window and we'll complete your service call on the first visit, or we'll provide you a $20 credit. Reliability Guarantee We know that reliable service is important to you. Charter delivers outstanding service and reliability with a robust network. If you are without service for more than 24 hours, you'll receive a $20 credit upon request. Product Promise We are committed to providing cutting-edge technology and on-going enhancements, including increased Internet speeds and more HD and On Demand choices. We'll provide functionality and improvements you may not have even imagined yet. At Charter, we never stop working to bring you additional value in your services. 3

4 Spectrum TV Product Info 4

5 Why Spectrum TV? Charter Spectrum TV is customizable to fit varying consumer needs and budget and new enhancements are always in the works Recent video introductions/current initiatives Additional HD programming: 200+ HD channels available in most markets 10,000 On Demand Choices, in HD including movies in 3D Charter App with up to 170 live channels to watch on mobile devices at home Over 40 Channels to watch online or on-the-go from mobile applications Charter DVR for one low price- Get Charter DVR service on up to 4 TVs in your home for only $19.99/month now with up to 780 hours of storage and reinvent the way you watch TV on your schedule All Digital- Every TV must have a box - $4.99 per box (HD or DVR). 5

6 Spectrum TV Features Provides 200+ channels, including local broadcast channels, plus: Charter On Demand Access to thousands of movies and shows available at any given time, many in HD, many of them free; selection refreshed weekly Watch whenever you want, on YOUR schedule Pause, rewind, stop HBO, Cinemax, Showtime, TMC, and Starz customers get associated shows On Demand at no additional charge Optional Subscription on Demand services include Disney Family Movies, Howard TV, Too Much for TV, WWE 24/7, Anime, Karaoke Access to 3D On Demand (requires 3DTV; available in Wisconsin, Michigan, Minnesota, Nebraska, Oregon, Washington) Interactive Program Guide Ability to search for programming up to a week in advance and set your DVR Digital music 45+ CD-quality audio channels featuring popular genres of music, including classical, alternative, hip-hop, country, jazz, blues, Latino, children s, rock, seasonal music Charter Pay-Per-View Access to live special events from WWE and UFC, adult programming Broadcast TV Surcharge is included in package other local taxes and fees apply 6

7 Additional Spectrum TV Choices Premium Programming HBO 11 channels of award-winning series and specials, plus recent Hollywood releases HBO On Demand and HBO HD included at no additional cost Includes HBO GO for online viewing via charter.net, plus Apple and Android mobile devices Cinemax 4 channels of classic and blockbuster movies Cinemax On Demand and Cinemax HD included at no additional cost Includes MAX GO for online viewing via charter.net, plus Apple and Android mobile devices Showtime 8 channels of Emmy Award winning shows and tons of movies Showtime on Demand and Showtime HD included at no additional cost The Movie Channel 6 channels movies, movies, and more movies TMC On Demand and The Movie Channel HD included at no additional cost Starz 7 channels of movies and new shows for the entire family Starz on Demand and Starz HD included at no additional cost Encore 7 channels of mysteries, westerns, dramas and more Encore On Demand and Encore HD included at no additional cost EPIX Watch hit movies on your TV and online 7

8 More Spectrum TV Choices Enhanced choice and variety Digital programming packages Digi Tier 1- with 50 additional channels including Biography, Cooking Channel, Nick Jr, Inspirational Network, BBC America, Fox Business Network, and Sprout Digi Tier 2- with 25 additional channels including ESPN U, NFL Redzone, NFL Network, Tennis Channel, Fox College Sports, Outdoor Channel and CBS Sports Network Latino View - up to 20 channels; for those interested in both the language and the culture (not available in all markets) Ever-growing selection of HD channels Available selections tied to the customer s subscription level and the lineup for that area Hundreds of HD On Demand selections available, many free Super easy time shifting and recording with DVR Pause live TV Record two programs simultaneously while watching a third program Record by time, title or genre Record an entire series of shows Store up to 780 hours of programming Fast forward, pause, stop functionality DVR service for up to 4 DVRs- $9.99/month 8

9 Spectrum Internet Product Info 9

10 Why Spectrum Internet? Charter Spectrum Internet is ideally positioned for growth over the next several years 30% of the country still doesn t subscribe to broadband internet Cost is most often cited as the reason Charter has low cost options available for internet including a $39.99/mth for 1 year Internet (60 Mbps) offer Online consumers rate faster connection speed as most important feature Service provider marketing messages typically downplay actual speed delivered in favor of promoting the lowest price Result: Up to 80% of broadband customers don t know the speed of their internet connection, only that it is, or isn t, fast enough for their individual usage Charter s messaging clearly communicates the speed and what the customer can use it for 10

11 Spectrum Internet Has a starting speed of up to 60 Mbps the fastest you can get! Upload Speeds up to 4 Mbps Simultaneously stream videos, download music and more without sacrificing Internet performance With Charter Wi-Fi Charter Spectrum Internet will provide hours of uninterrupted service for a multitude of internet devices Virus Protection Automatic detection from viruses, hackers and spam with Charter Security Suite Internet modem is FREE! 11

12 Spectrum Internet Features Charter Security Suite $60 value Easily downloadable from charter.com/myaccount Includes anti-virus, anti-spyware, anti-phishing, firewall, spam filter, parental control Eliminates purchase of additional virus software Charter.net Personalized TV and On Demand listings, sweepstakes, news, local weather, Yellow Book listings Watch current and past TV shows housed in Charter s library 10 accounts of 100 MB each Set up separate accounts for each household member 24/7 Self-Help and Technical Support GET-CHARTER 12

13 Spectrum Internet Equipment Choices Free Cable Modem Modem is included in pricing and not charged separately and customer must use Charter Modem to receive service Wi-Fi Service Option Lease Wi-Fi router equipment through Charter Wi-Fi Activation Fee (One-Time Charge): $9.99 Optimized placement in the home, ensure connection speeds are performing correctly & professional installation Wi-Fi Monthly Recurring Service Fee of: $5.00/month Includes equipment lease plus unlimited technical support OR Customers may purchase their own wireless router via a retail source. 13

14 Charter Spectrum Voice Product Info 14

15 Why Spectrum Voice? Lots of features, superior sound quality and no need to count minutes is an appreciated contrast to cell phone service Charter Spectrum Voice Unlimited Features Unlimited calling throughout the U.S., Canada, Puerto Rico, Guam, and U.S. Virgin Islands Voic plus 13 calling features including Caller ID, Call Waiting, Call Forwarding Keep the same number when you switch Free 411 calls Phone Manager service allows customers to manage voic and phone functionality online with Charter Spectrum Internet Not sold separately to new customers, only as part of a bundle No extra taxes or fees like the phone company charges Optional add-on: Worldwide minutes of international calling to 200+ countries- Mexico Calling 500 Plan 500 minutes to any landline in Mexico Mexico Calling 200 Plan 200 minutes to any landline in Mexico 15

16 Why Spectrum Voice? Biggest resistance to Spectrum Triple Play: I don t need or I don t use a home phone. Use these talking points to move potential Double Plays to Triple Plays by including Charter Spectrum - Voice Charter pays the customer to take the phone The phone is included in the Triple Play price It is NOT NECCESARY to use the phone service if you do not care to use it. What happens in any of these circumstances if a Cell Phone is not available? With Spectrum Voice you have: A value added service that is there if you need it An Emergency Back-Up A phone for young children at home to use The ability to always contact your baby sitter A secure phone for Grandparents staying with you A way to integrate Home Alarm Systems Medical Monitoring Life Alert, etc. 16

17 Charter Offers & Promotions 17

18 Spectrum Triple Play Select Great Value! Includes: 125+ HD channels with access to 10,000+ On Demand choices, in HD, including movies in 3D Including free HD and local programming plus favorites such as ESPN, The Disney Channel, Discovery, CNN, Lifetime, Food Network, MTV, TLC and USA Network Charter Spectrum Internet, with speeds starting at 60 Mbps, 20x faster than standard DSL, with free modem Charter Spectrum Voice, reliable phone with unlimited local and long distance calling in the U.S., Canada, Puerto Rico, Virgin Islands, and Guam, includes voice mail, free 411 calls, and 13 other popular calling features Wire Maintenance Plan, providing protection for the cost of repairing accidentally broken wires inside your home $500 Contract Buyout Monthly Rate - Year 1 $89.97 Monthly Rate - Year 2 $

19 Spectrum Triple Play Silver Most Popular! Includes: 175+ HD channels with access to 10,000+ On Demand choices, in HD, including movies in 3D Including free HD and local programming plus favorites such as ESPN, The Disney Channel, Discovery, CNN, Lifetime, Food Network, MTV, TLC and USA Network Digi Tier 1 with 50 additional channels including Biography, Cooking Channel, Nick Jr, Inspirational Network, BBC America, Fox Business Network, and Sprout Best series, movies and shows from HBO, Cinemax, and Showtime Take digital networks on the go with your mobile devices, including HBO GO, MAX GO, and Showtime Anytime Charter Spectrum Internet, with speeds starting at 60 Mbps, 20x faster than standard DSL, with free modem Charter Spectrum Voice, reliable phone with unlimited local and long distance calling in the U.S., Canada, Puerto Rico, Virgin Islands, and Guam, includes voice mail, free 411 calls, and 13 other popular calling features Wire Maintenance Plan, providing protection for the cost of repairing accidentally broken wires inside your home $500 Contract Buyout Monthly Rate - Year 1 $ Monthly Rate - Year 2 $

20 Spectrum Triple Play Gold The Works Includes: 200+ HD channels with access to 10,000+ On Demand choices, in HD, including movies in 3D Including free HD and local programming plus favorites such as ESPN, The Disney Channel, Discovery, CNN, Lifetime, Food Network, MTV, TLC and USA Network Digi Tier 1 with 50 additional channels including Biography, Cooking Channel, Nick Jr, Inspirational Network, BBC America, Fox Business Network, and Sprout Digi Tier 2 with 25 additional channels including ESPN U, NFL Redzone, NFL Network, Tennis Channel, Fox College Sports, Outdoor Channel and CBS Sports Network Best premium series, movies and shows from HBO, Cinemax, Showtime, The Movie Channel, Starz, Encore and epix Take digital networks on the go with your mobile devices, including HBO GO, MAX GO, and Showtime Anytime Charter Spectrum Internet, with speeds starting at 60 Mbps, 20x faster than standard DSL, with free modem Charter Spectrum Voice, reliable phone with unlimited local and long distance calling in the U.S., Canada, Puerto Rico, Virgin Islands, and Guam; includes voice mail, free 411 calls, and 13 other popular calling features Wire Maintenance Plan, providing protection for the cost of repairing accidentally broken wires inside your home $500 Contract Buyout Monthly Rate - Year 1 $ Monthly Rate - Year 2 $

21 Spectrum Triple Play Savings Spectrum Triple Play saves your Customer over $200 in the first year alone! Select Triple Play is $89.97 vs. Double Play at $89.98 = $.12 savings/yr. FREE (or Discounted) DVR Service 1 year = $11.99/month = $ savings FREE In-Home Wire Maintenance = $4.99/month = $ savings Total Savings/year = $ st yr. Plus: 3 year price guarantee in some areas customer s zip drives the promotion Included Taxes on Home Phone less fees Fewer Chargebacks sticky sales & one bill for all services Up to $500 Existing Contract Buyout Open the conversation with an assumptive triple play statement Every Customer! Which Spectrum Triple Play Package are you interested in today? 21

22 Spectrum Double Play Packages Select TV + Charter Spectrum Internet : 125+ HD channels, with access to 10,000+ On Demand Choices, in HD, including movies in 3D Including free HD and local programming, plus 45+ channels of digital music Internet speeds starting at 60mbps, 20x faster than standard DSL, with free modem Monthly Rate - Year 1 $89.98 Monthly Rate After 12 months- $ Select TV + Charter Spectrum Voice 125+ HD channels, with access to 10,000+ On Demand Choices, in HD, including movies in 3D Including free HD and local programming, plus 45+ channels of digital music Reliable phone with unlimited calling throughout the U.S., Canada, Puerto Rico, Virgin Islands, and Guam Monthly Rate - Year 1 $79.98 Monthly Rate After 12 months - $79.98 Charter Spectrum Internet + Charter Spectrum Voice Internet speeds starting at 60mbps, 20x faster than standard DSL Reliable phone with unlimited calling throughout the U.S., Canada, Puerto Rico, Virgin Islands, and Guam Monthly Rate - Year 1 $59.98 Monthly Rate After 12 months $

23 Rate Card a la carte pricing Charter TV Select $59.99 HD, or DVR box - per unit $6.99 DVR Service, first 4 boxes $19.99 Digi Tier 1 $10.00 Digi Tier 2 $10.00 Latino View $6.99 HBO $15.00 Cinemax $15.00 Showtime $15.00 The Movie Channel $15.00 Starz $15.00 Encore $15.00 epix $15.00 Charter Internet Plus* $54.99 Charter Phone Unlimited n/a Worldwide 250 $20.00 Mexico 200 $10.00 Mexico 500 $25.00 Wire Maintenance $4.99 WiFi Router Lease $

24 Taxes and Other Fees Charter Spectrum TV The Broadcast TV Surcharge is included in our new Charter TV service package pricing Franchise fees; Sales tax; Utility Users tax (UUT); Public, Educational, Government fees (PEG); and Federal Communication Commission fees (FCC) are NOT included in our new Charter TV service package and are charged and itemized on a customer s bill statement. Charter Spectrum Internet All taxes are included in the base price of our new Charter Internet service package Charter Spectrum Voice All taxes are included in the base price of our new Charter Phone service package The End User Common Line (EUCL) fee is no longer assessed and hence no longer appears on a customer s bill statement. Installation for new connects/restarts- $34.99 one time payment 24

25 Existing Customers These require individual attention General guidance for existing customers making changes: Customers upgrading to new services may not qualify for new customer promotions, call the Sales Support Team to see qualifying promotions Dealers can enter orders for an existing customer that add a new service. Dealers only have to call in for assistance if the order falls out for serviceability, payment, etc., or if they are adding services to an existing product (i.e. add HBO, upgrade to Silver for someone on Select). In order to add services for an existing customer the Retail Portal will require the customer s account number. Retailers will be paid for any new services added under their sales ID A change of service for existing customers will be charged an upgrade installation fee of $34.99 per truck roll order

26 ORDER ENTRY PROCESS 26 26

27 When Placing the Order Be sure to use only the customer s address and no other address (order confirmation and agreement if any are sent via ); Do not put orders in more than once; if any problems arise, call the sales entry team for help; If the order doesn t automate be sure to call the sales entry team to get an installation date (otherwise the order isn t scheduled and you won t get credit for the sale)

28 Order Entry Team- Contact Information Hours of Operation: Mon-Fri 7:00am-11:00pm central time Sat-Sun 7:00am-10:00pm central time Charter Legacy Areas: our Sales ID is STARCOURSE New Charter Areas: our Sales ID is STARCOURSE Please have your Sales ID handy at all times! 28 28

29 PRE-PAYMENT POLICY 29 29

30 Pre-Payment Policy WE TELL YOU BEFORE YOU PICK OFFERS IN THE BUY FLOW IF THE CUSTOMER REQUIRES PREPAYMENT a)assumptive closes are more effective than informing customers that their address or their history require a prepayment. Instead, assume all customers require prepayment and that this is business as usual. b)when you see the prepayment required message there are no surprises and you can use the offers tool to estimate the required prepayment dynamically as your customer adds and removes items. 30

31 Pre-Payment Policy Pre-Payment Amount EXAMPLE The Pre-Pay amount must include the cost of the: First Month of Service Installation Fees Estimated Taxes Example: A customer wants to order Triple Play Select Package The total per month = $89.97 TV Equipment= $4.99 (1 box) The installation fees = $34.99 The estimated taxes = $4.00 The Pre-Pay amount = $