Customers

Our current branding and objectives

Acquisition Satisfaction

Innovate Adapt Amaze

High Quality Products

Profitability

•MetaTV has hit a new phase in our growth whereby we are embarking upon a launch of products for our customers which will go “live” to thousands, then hundreds of thousands and eventually millions of consumer homes.

•To date we have done a good job at our CAS (Customer Acquisition and Satisfaction) objective of acquiring major customers (Cox, Comcast) and keeping them satisfied (delivering on time and meeting their requirements).

•In order to ensure our continued success and to meet head-on the challenges that greet us in this next phase, we are evolving our CAS objective to

AAC (Acquiring and Amazing Customers)

Background

• Customer “satisfaction” is a mantra that most businesses today rally around in the hope that it will lead to retention, improved market share and ultimately profits

• Many studies have shown that anywhere from 60 to 85% of customers who switch services/suppliers could have been classified as “satisfied”

• The problem with “satisfaction” is that depending on how it is measured:1) It is just beyond the barrier of pain. For instance, a complaint

from one customer combined with no complaints from three customers under incorrect “satisfaction metrics” can lead to high marks for a company but in reality masks issues which can affect the reputation and ultimately the business of a company

2) It does not distinguish a company from the competition who may also strive for mere “satisfaction”

Why Amaze?

Definition of Amaze: To affect with great wonder; astonish.

Definition of Metamaze: To provide MetaTV products and services that exceed

all expectations of our customers. Taking every opportunity of contact with customers to amaze

them time and time again.

MetamazeIn order for MetaTV to be strongly positioned to succeed in

our goals, we want to set our sights on the next level that makes us stand out from other companies, like everything

we have done to date:Other companies MetaTV Look to Improve Relentlessly InnovateHire Good Hire GreatSee Problems View OpportunitiesCould Panic Always AdaptAim to satisfy Strive to Amaze

•Continuously “touch” customers with “care” packets (surveys, personal communication pieces)

•Provide analysis survey and measure quantifiable data to ensure targets are being met for customers to be metamazed not just satisfied.

•Work with each department/teams to define metamazing roles, responsibilities and activities

•Communicate progress and recognize efforts

Marketing’s RoleAs owners of the external brand image and internal

communications, marketing leads and manage the efforts to ensure that everyone at MetaTV rallies behind our objective to be “Metamazing”. Marketing will perform activities such as:

Employee satisfaction must not be overlooked. Morale must be high and unified focus must be agreed upon. Regular surveys of Employee loyalty and mindshare must be built into our Metamaze initiative. In addition:

•Employees must be empowered to metamaze customers

•Employees must be capable, having received sufficient training and knowledge in order to metamaze customers

•Employees must be productive with specific goals and objectives to effectively metamaze customers

Employee’s Role

•Processes Defined guidelines for how to interact and deal with customer requests and concerns with suggested proactive measures that can be executed quickly and efficiently. Includes identifying any inter-department miscommunications or non-efficient procedures Provide an evolving model in which internal suggestions and recommendations can be rapidly incorporated

•Metrics Consistent personalized surveying and analysis of customer experiences and requirements Consistent internal communications and display of current customer sentiment and progress tracking against defined goals

•Recognition Continuous calling out of “acts of metamazing” as well as quick resolution and non-repetition of anti-metamazing events Aligned performance reviews, objectives and bonusing around metamazing results

OverviewThe 3 base tenants of successful ongoing execution of Metamaze are:

• IN PROGRESS: First draft of Processes and Metamaze framework to be created by Ramon (includes resourcing and budget)

•Review with Exec Team and agree on go ahead strategy

•Select mini-beta to flesh out guidebook and ideas

•Introduce to other VPs and directors for management buy-in

•Announce initiative to company in general meeting setting

•Meet with individual groups and collate suggestions to gather full feedback to add/modify processes, metrics and recognition for final go live guidebook

•Rollout in phases, surveying customers for baseline metrics and continuously monitoring progress, announcing results, successes and identifying and correcting issues

Timeline and Next stepsIn order to put in place all the building blocks for “Metamaze”:

Work in progress

The following slides are work in progress

• Could: Recognize me as a previous guest and thank me for returning, offering a courtesy upgrade to show appreciation

• Should: Have my reservation at hand, recognizing frequent guess status and providing the accommodations requested

• Will: Have a room available with the accommodations I requested

• Better not: Be oversold and either send me to another hotel or offer me a substandard room

Range of Expectations (Hotel Example)

• Could: Recognize me by name and understand who I am in the context of my organization

• Should: Understand the activities, projects ongoing with my company and any outstanding issues and incidents currently being worked on

• Will: Recognize my incident immediately, if this is a follow-up call and treat my concern with compassion and assurance of follow-up if this is a first call

• Better not: Forward my call to another extension and hang-up to let it hit voice mail and/or minimize my issue regardless of my tone or attitude

Range of Expectations (CSS Example)