1. Success Stories from Wireless
Industry
Stacy Hamer

2. Operational Efficiencies
Growth & Acquisitions
So what are we going to talk about
today?
Treating our Empowering our
customers right employees

3. Topic #1
Here’s a problem most people in
this room likely have…

4. Where’s that piece of paper?

5. Everyone’s talking about it but
nobody’s doing it….

6. Going Paperless...why bother?
Reduce Costs
Create better
efficiencies

7. Let’s talk about someone who
really did it…..

8. It only made sense to utilize
technology to reduce these
costs and our imprint on the
environment.
WHY?

9. What do they consider
Paperless?
Only print when necessary
ex: mail in rebates

10. Don’t allow printing of…
! Cash-in’s
! Cashout’s
! Purchase Orders
! EOD Reports
! Etc…

11. Scan in what you must print
Contracts
Validated bank deposit
slips and bank slips
Proof of Tax Exemption
Etc…

12. You need to sell this to your
employees as a benefit to them

13. Immediate access
What benefits did Premier see?
Save more $$$
Reduced workload
$$

14. Moving on….
Topic #2
We all want to get bigger and sell
more…

15. Why grow so big?
“It gives us opportunity
for our employees to
grow into higher
positions in the company
that can be good, long
term careers, and this
helps us retain better
people”

16. How do you approach newly
acquired employees??

17. Acquisitions are about people
“Listen, we are seven stores
going to 45, we will make
mistakes, and we will need to be
educated, but be patient with us,
And
and it will pay off” NorthStar is a
Brady people
company

18. How can a small dealer support
growing into a med-large size
dealer?
Surround yourself with
talent!!

19. What positive changes has
Northstar seen?
Verizon loves it, our
vendors love it, and our
personnel love it. Win,
Win, Win! Nice…

20. What growth comes down to is
people people people……

21. Topic #3
Getting your name out there

22. This morning I checked my
facebook 3 times and my twitter
4 times…
(and I’ll check it again after this session is over)

23. I like Twitter because I find out
random things like this….

24. And I like facebook for things
like this….

25. But I also like facebook for
things like this….

26. Guess how many people like
Jump.ca facebook page?
5,035

27. Why is this so important?
! It is important to develop a strong base of loyal
customers.
! That is difficult to do in our industry as the
customer lifecycle generally has customers
engage us once every 24 months or so.
! With such infrequent contact, it is difficult to
develop a strong relationship with our
customers and a strong loyalty to our brand

28. Use Social Media to create more
frequent meaningful
engagements with your
customers

30. We regularly incorporate
our Facebook page into
our on-going advertising
or promotional activities

31. We have also linked our
community sponsorships
with our Facebook page.

32. Get creative…

33. The small things count….

35. Allow it to become a support
resource

36. Get ready for the good feedback…

37. Topic #4
How to Deliver Wow to
Customers

38. RQ4 Customers average 56%
repeat customer business

39. And that’s extremely important
because repeat customers
spend 33% more than new
customers!!

40. Well we have an exception to the
norm…..
And that’s IDC Communications

41. 86%
How do they do it?

44. CSAT

46. And here’s where they get even
more unique…..

49. Impressive Right? Well it gets
better…

50. 6 yrs ago they held a grand
opening…

51. 5yrs ago they had an open
house….

52. Fast forward to today….

53. 175+

54. Topic #5
Achieving the un-acheivable

55. 400+ devices a day
8000 New Activations
In only 6 weeks…

56. We’re going to talk about how
she did it….
Well, She is ……

57. Building The Bridge
ü Vertical Alignment Becoming The Expert
ü Partnering Building Trust
ü Value Add Know Your Strengths
ü Flexibility Be Open To Change

58. Our Role
! Deployment Strategy – 60 Days vs. 6 Months
! Deployment Deliverables
! Training
! Ongoing Support
! Accessories
! New Opportunity Strategies
! Employee Days

59. Success is Sweet…
Together we won…

60. iQmetrix.com | 1.866.iQmetrix
© 2011 iQmetrix. All right reserved. iQmetrix, the iQmetrix logo, RQ4 and other trademarks, service marks, and
designs referenced in this material are the exclusive property of iQmetrix Software Development Corp. and/or its subsidiaries.