Account Services Retention Strategy (Apr-May 2013) Account Services is the first line of defense in retaining our valued customers that are looking to save money or have concerns about their bill amount I just looked at my bill and your rates have gone up, again! I thought I had a price lock! Why did my Internet rate increase? I had a promotional price and now that is over I’m looking for a better price. Call Drivers Roll-off National Contract Bill Changes Roll-off Campaign An opportunity to learn what the customer values and what they are requesting ... Provide retention offers if… Warm transfer to Retention if… A few dollars more each month isn’t a big deal to Cox—but it’s a big deal to me! I have a flier in my hand from [competitor]. Why can’t you match their deal? New customers get the best prices. I’m a loyal customer--what can you do for me? Would like a discount Request a competitive match Looking for a better deal I rarely have time to watch HBO now so go ahead and just cancel it. I would like to cancel my services with Cox. How much can I save by getting rid of phone? I have a cell phone. Want to downgrade Request to disconnect all Cox services Asking to remove a PSU

30% off isn’t good enough! Cox will have to do better than that. Account Services Retention Strategy (Apr-May 2013) Offer Sequence Start Here Bundle Up Offer a missing PSU (Phone, Internet or Video) to bundle the services into a package that will save customer money. Use 24 PLG for added savings. Bundle upgrade offers. Feature Up If looking for more value, consider offering an additional feature, such as a premium channel or tier upgrade (video or internet. Bundle upgrade offers. Discount If bundle and feature up does not resolve, offer discounts as needed to save: If request is to remove premium, use: Keep an existing Premium channel for $12 a month for 6 mos If request is to downgrade tier of service, use: $5 off PSU for 6 mos first, then $10 off PSU for 6 mos If request is to save money / disconnect a PSU, use: $10 off PSU or $10 or $15 off bundle for 6 mos, then 20% or 30% for 12 mos (vary based on response to first offer) Right Size the Bill If more than a discount is needed to meet budgeting needs identify the price point and adjust services + use discounting to meet the customer’s needs  NO PSU DISCO Warm transfer to Retention if… 30% off isn’t good enough! Cox will have to do better than that. Thanks for your offer, but I still think I would like to cancel my Internet. The discount offered is not satisfactory. Still wants to disconnect a PSU. d

Account Services Retention Offers 2Q 2013 Cox Service Details Requirements Code Notes 3P Subs $10/mo off all 3P customers for 6 mos. Eligible for any 3P customer; does not zero out legacy bundle discounts; not stackable with other discounts RCMBX1006 $15/mo off all 3P customers - 6 mos. RCMBX1506 Video $5 off any level of Video - 6 mos. RCMCX0506 $10 off Essential Video or higher - 6 mos. Must have Essential Video or higher RCMCX1006 Video/Premium Keep an existing Premium channel for $12 a month for 6 mos. Must already have Premium channel. Customers with more than one Premium are not eligible due to discounting in SOF. RCMPX0006 Cox High Speed Internet $5 off any level of CHSI - 6 mos. RCMDX0506 $10 off Preferred CHSI or higher - 6 mos. Customer must have Preferred CHSI or higher RCMDX1006 Cox Digital Telephone $5 off any level of CDT Customer must have the Beacon CDT Package RCMTX0506 20% off any level of Video – 12 mos. RECCX2012 Apr-May only 30% off Essential Video or higher – 12 mos. RECCE3012 20% off any level of CHSI – 12 mos. RECDX2012 30% off any level of CHSI – 12 mos. RECDX3012 20% off any level of Phone – 12 mos. RECTX2012 30% off any level of Phone – 12 mos. RECTX3012