1. Communicating Video Rate Increases November 13, 2014 Doug Hull

2. OCTOBER BUDGETS RETRANS ELECTION

3. NOTIFICATION

4. JANUARY

5. THANK YOU DOUG HULL dhull@nctconline.org

6. Communicating Video Rate Increases November 13, 2014 Doug Hull

7. It’s More Than A Q4 Exercise

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

9. 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, emails, social comments

10. 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%

11. CUSTOMER ENGAGEMENT  Mid-Year Survey

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

13. CUSTOMER AWARENESS  Bill - Example

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

15. CUSTOMER AWARENESS  Publications/Newsletter/Social

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

17. CUSTOMER AWARENESS  Website

18. CUSTOMER AWARENESS  Website

19. THANK YOU DOUG HULL dhull@nctconline.org