Communicating Video Rate Increases November 13, 2014 Doug Hull

OCTOBER BUDGETS RETRANS ELECTION

NOTIFICATION

JANUARY

THANK YOU DOUG HULL

Communicating Video Rate Increases November 13, 2014 Doug Hull

It’s More Than A Q4 Exercise

CUSTOMER ENGAGEMENT  Do you know how they feel?  Do you know what they like?  Do you know what they want?

CUSTOMER ENGAGEMENT  Survey Tell us which channels you value. Tell us what channels you want. Tell us how we are doing.  Customer Care Capture calls, s, social comments

CUSTOMER ENGAGEMENT  Annual Survey Answer OptionsNeverRarelyOccasionFrequent Very Frequent 1WSB – ABC3%7%19%32%39% 2WAGA – FOX4%8%20%35%33% 3WXIA – NBC4%9%22%33%32% 4WGCL – CBS6%9%24%33%29% 5TBS4%10%35%30%20% 6A&E5%12%28%35%20% 7TNT6%10%33%30%20% 8Discovery5%13%33%31%18% 9The Weather Channel5%15%32%28%20% 10HGTV11%15%24%26%25% 11USA7%15%32%27%19% 12FX10%11%32%29%18% 13ESPN15%11%23%26%24% 14AMC9%14%36%24%17% 15TLC8%16%37%25%14% 16WATL – MyATLtv10%17%34%26%14% 17FOX Sports Network17%14%26%25%18% 18ESPN220%15%25%22%18% 19WPCH – Peachtree TV12%19%34%24%11% 20Food Network18%19%27%20%17% 21Turner Classic Movies14%20%34%19%13% 22ABC Family15%21%30%21%13% 23FOX Sports 121%16%28%21%15% 24Travel Channel13%23%33%21%10% 25WGN19%21%33%19%8% 26Animal Planet18%23%34%19%7% 27CSS Sports25%18%27%19%11% 28TV Land21%27% 15%10% 29Disney Channel27%25%20%15%12% 30Bravo23%25%31%11%9%

CUSTOMER ENGAGEMENT  Mid-Year Survey

CUSTOMER AWARENESS  Bills Breakout line items: 1.Cable Service Fee (Margin & CPE) 2.Cable Programming Fees 3.Broadcast Programming Fees 4.Taxes

CUSTOMER AWARENESS  Bill - Example

CUSTOMER AWARENESS  Publications/Newsletter/Social Educate Tell your story – neighbor, employer, community partner Conduit: Pass-through costs Programming Universe & Cost

CUSTOMER AWARENESS  Publications/Newsletter/Social

CUSTOMER AWARENESS  Website Build Trust/Loyalty Tell the truth. Advocacy & Reliance TVOnMySide

CUSTOMER AWARENESS  Website

CUSTOMER AWARENESS  Website

THANK YOU DOUG HULL