StoryConnect: The Podcast: Recent Episodes
WordSouth
StoryConnect features interviews with marketers, communicators, CEOs and other leaders at cooperative and independent broadband companies, electric cooperatives and municipal power providers. The goal of the podcast is to help listeners discover ideas to shape their stories and connect with their customers. It is produced by WordSouth — A Content Marketing Company.
In the second part of our conversation with Brianna Wall, we dive into audience segments and how the team at Oklahoma Electric Cooperative identifies and adds internal data to their communication strategy.
Link to OEC’s electric vehicle webpage: https://okcoop.org/ev/.
You've got data, but are you using it strategically to strengthen your stories? Hear how Brianna Wall leverages analytics and existing data to be strategic with her communications plan and storytelling.
Learn more about Oklahoma Electric Cooperative at https://okcoop.org.
When Stuart Gregory and Carrie Binns wanted to make an impression and grow Bulloch Solutions’ brand in new territories in south Georgia, they thought outside the carton — er, box. By converting an aging fiber splicing van into an ice cream truck and opening a general store in the lobby, they are engaging members and potential customers in new ways.
Whether we're writing, networking, making a presentation or just socializing with friends, connecting with other humans in real ways is vital. Ginger Johnson, who spoke at NRECA's Connect conference, shares her ideas on why those connections matter, what they look like for different people and how marketing and communication professionals can learn to make those connections everywhere.
Connect with Ginger at https://gingerjohnson.com.
From lineman tales to water heater relationship advice, the Central Connection Podcast uses humor and relatable hosts to make waves. Co-host Tiffany Trueblood shares how staff engagement plays a key role in the co-op’s latest communication channel.
Are you generating Pink Power? Since 2011, lineworkers at Baldwin EMC in Alabama have worn pink hard hats each October to educate the community about different types of cancer. They even have a PINK BUCKET TRUCK (name TBD). Learn how you can wear pink to share your story.
As Utility Pioneers, we want to say yes to everything. But often, saying yes to one thing means saying no to something else. Brianna Wall shares how she sets deadlines, takes time before accepting new tasks and weighs the benefits of a project to better manage her time.
Elizabeth Brown, marketing manager at Panhandle Telephone Cooperative, shares ideas on how community involvement can be a competitive edge, especially when it comes to engaging young people in your youth programs.
Taylor Holland dishes out tips for improving your video work, from planning and preproduction to software and postproduction.
In a rare double-Andy podcast, Andy Henderson outlines a text messaging campaign that took his telco's Google review score from the 2s to the 4s.
The relationships between staff on the front line of your operation are critical — and sometimes difficult. Tim Gilford shares ideas on formal and informal ways to build strong connections among CSRs/MSRs, techs, marketing and sales team members.
With her background as a television news journalist, Melissa Lanzourakis has a strong understanding of how to shoot good video. As online video trends continue to evolve, she shares new tips for shooting better video.
Nathalie Strickland, of the Tennessee Valley Public Power Association, discusses ways to recognize patterns of crises, the first mover advantage and other keys to being prepared to communicate when something goes really wrong.
In 2023, broadband providers will be required to display government-approved "Broadband Fact" labels at the point of sale. Jeff Smith, from Vantage Point, explains what that might mean for marketers.
LinkedIn provides utilities and broadband providers with an important audience segment they may not reach elsewhere. How can communicators make the most of that opportunity for their company and their own personal brand?
When WREC's annual meeting attendance sagged, the co-op reworked the meeting into a series of events that focused on local students. Garrett Hylton explains the results and how they made it happen.
The Corps of Engineers Portland District social media feeds that Chris Gaylord manages are full of vampires, yams on dams, celebrities and memes. It's not what you might expect from a government agency. Chris Gaylord explains why humor can be a useful tool when he's communicating about scintillating topics like dredging and navigational buoys.
Pam Blair is retiring after 28 years of helping utilities tell their story through magazines. At the StoryConnect workshop, she joined the podcast to reflect on lessons she's learned along the way.
A self-professed grammar nerd, Brenda Dunn, talks through some common mistakes that writers make and how to fix them.
Quince Mountain, author of “Naked and Afraid” and a competitor in the Iditarod, was the keynote speaker at the NWPPA NIC conference. He shares points that utilities and broadband providers can learn from dog-sled racing.
Sheila Corson shares tips utility communicators can use to quickly create quality video content to tell their stories. The software programs mentioned include vyond.com, animaker.com and powtoon.com.
The number of people who need (or even understand) multiple gigs’ worth of broadband speed might be small now, but Matt Daniel lays out the case for why offering such top-end packages makes sense.
The number of people who need (or even understand) multiple gigs’ worth of broadband speed might be small now, but Matt Daniel lays out the case for why offering such top-end packages makes sense.
Extreme weather and the state's remoteness amplify any crisis that may come up in Alaska. That means Meadow Bailey and the Golden Valley team have to be prepared. What can other communicators learn from their preparation?
Extreme weather and the state's remoteness amplify any crisis that may come up in Alaska. That means Meadow Bailey and the Golden Valley team have to be prepared. What can other communicators learn from their preparation?
Tom DuBos reveals what it really takes to be a good salesperson and how folks can embrace sales opportunities by seeing them as ways to meet needs.
Ian Cope shares thoughts on how utilities can navigate through the wilds of social media, summing up his panel at the 2022 NIC conference.
How has utility website design changed in response to shifts in consumer technology use during the pandemic? Charlie Stanley joined this episode to discuss trends in website redesigns to meet changing customer needs.
A lot of utilities are weighing rebrands and new brands as they add broadband service, merge with other utilities or expand to new communities. Lindsey Tyson, of Meridian Cooperative, led her co-op's rebranding efforts. She talks about using a rebranding timeline, engaging staff as brand ambassadors and how to ensure a brand is used consistently across the cooperative.
Camilla Mortensen, a University of Oregon journalism instructor and editor of Eugene Weekly, defines "solution journalism" and shares storytelling tips for utility communicators from the world of journalism and folklore.
NTCA's Smart Rural Community Designation can be a powerful tool to help differentiate your telco — if you leverage it properly.
Michael Rovito, of the Alaska Power Association, explains the role of photography and finding your focus in storytelling. He’s watched Alaskan utility storytelling in Ruralite magazine evolve from a focus on utility news to shining light on more compelling stories about the people and programs connecting rural Alaskan communities. Michael’s Instagram channel, @ShootingAlaska, showcases landscapes from The Last Frontier.
Kurt Gruendling, the chair of the Foundation for Rural Services, discusses what programs are available from FRS and how to leverage those for maximum public relations value.
Chris Jones, Middle Tennessee Electric, discusses the shift from reporter to CEO, the biggest challenges for utility communicators, the evolution of utility communications and how staff can prove the value of consumer engagement to utility leadership.
Home Telecom invested in a co-working space and retail space to meet subscribers where they are.
Chellie Phillips, Coweta-Fayette EMC, has built a career by supporting her peers. As a veteran utility communicator and the author of two personal branding books, she shares ways for utility staff members to strengthen their personal stories and build strong foundations for cooperative career success. To learn more about her books and free career development resources, visit chelliephillips.com.
The best time to acquire a new broadband customer is when they move to your community. What are some providers doing to target new residents?
Jodi Sjolie has sold everything from broadband to vacuums, and she says sales has a lot more to do with listening than talking.
Many utilities are coping with change, whether they’re creating a hybrid workforce, building broadband service or connecting to members in new ways. Mark Owen, communication manager at South Central Power Company, shares how his team communicated with staff and membership about the case for change during a building and utility brand consolidation.
State and federal governments are throwing billions of dollars toward broadband funding. How can storytelling and communications help secure some of that funding for your network?
Recorded Live at the NTCA Sales and Marketing Conference
Jay Sanders of Middle Tennessee discusses how the co-op is using a grilled cheese sandwich trailer and Cooperative Community Forums to reach out and listen to members.
What does subscriber experience even mean and why does a standard definition matter to the broadband industry? Naylor Gray of Calix is leading a discussion seeking to define that at the Calix Marketers Summit on May 4 in Ft. Lauderdale.
Scott Meyer joined us LIVE at StoryConnect: The Conference to share the latest trends of internet and video in rural America.
If you would like a copy of the reports discussed in this podcast episode, please email that request to Scott Meyer at scottm@innovsys.com.
Mountain Rural Telephone Cooperative hosted an Xbox Tournament to allow gamers to experience what gig broadband service can accomplish for them. With big prizes and lots of competition, the event was a massive success.
Wiregrass Electric Cooperative is heavily involved in economic development in its service terroritory. COO Brad Kimbro joined the podcast to discuss how partnerships drive economic development and a few important milestones that have occurred in the Wiregrass community.
The customers were New Hope Telephone’s number one concern when NHTC made the decision to drop TV service. Marketing Manager Christy Barecky discusses how the cooperative helped their customers make the transition to finding a new service that was right for them.
Communication Specialist Cathy Black and her team at Sequachee Valley Electric Cooperative moved their annual senior expo online when COVID hit, and it wasn’t safe to host an in-person event.
Sylandi Brown, marketing and communication specialist with Middle Georgia EMC, discusses leveraging cooperative identity to reach a new generation of working talent.
Rolando Benitez helps lead Carroll EMC's outreach to Spanish speaking members by providing them with materials in their native language, as well as seeking out community leaders.
Pioneer's Digital Media Strategist & Marketing Consultant Tina Potter dishes out a baseline understanding of what targeting strategies are available in digital advertising and how utilities and ISPs can use them.
Jeff Marshall recaps his session at the NIC conference, where he discussed ways that communicators can help solve problems and refine processes across their organization.
With a large workforce spread around remote parts of Alaska, Sabrena Combs and her team use short video casts to communicate with staff.
Sharilyn Fairweather recaps her session “What the Font?” — a look at how consistent (and inconsistent) typography represents your brand.
Libby Calnon is a proud member of a trend that has communicators and marketers getting more opportunities to become executives. Why is that trend important, and what advice does she have for other communicators looking to climb the ladder?
Will O’Donnell shares takeaways from the panel he moderated at NWPPA's NIC event. The panel was called “Building A Digital Bridge — Engaging Consumers During and After the Pandemic.” Apologies in advance to the cruise industry.
Suzanne Olson shares how her utility is telling the story of electric vehicles by helping members experience them firsthand.
Scott Meyer, Director of Marketing with Innovative Systems, stops by to discuss the latest trends and viewership stats for TV providers in Rural America. This episode was recorded live at the NTCA Fall Conference in Nashville.
If you would like a copy of the reports discussed in this podcast episode, please email that request to Scott Meyer at scottm@innovsys.com.
Coweta-Fayette EMC launched the STEM Teachers Alternative Energy Summer Adventure to help local teachers teach about the future of energy in their classrooms.
On this last episode of “Journey — Exploring the Customer Experience” our guests discuss making customers your company’s greatest fans. What’s their secret to creating lifelong subscribers? It’s simple: listening to customers and recognizing their loyalty.
The purchase stage is just the beginning of the customer relationship. It can also be the end of the relationship if service providers fail to engage and connect with the customer after the purchase. Implementing a retention strategy isn’t easy, but it can be the difference between losing an at-risk customer or gaining a long-term loyal customer. Listen to our guests’ stories on this episode of “Journey — Exploring the Customer Experience.”
Every step of the purchase process needs to be easy and low effort for the customer to drive customer satisfaction. But is this easier said than done? Our guests discuss ways they serve their consumers well at the purchase stage on this episode of “Journey — Exploring the Customer Experience.”
During the evaluation stage of the customer journey, consumers may get bombarded with questions and doubts as they are researching your service. How can companies provide content and tools that inform and educate consumers about their service in a precise and helpful manner? How can a company calm a potential consumer’s fears? That’s what we’re talking about on this episode of “Journey — Exploring the Customer Experience.”
On this episode of StoryConnect: The Podcast, Carrie Huckeby discusses the awareness stage of the customer journey. It’s not enough that your company has a great product. Customers need to find your company and have a good impression about the brand. How can the company ensure they are visible and well-received in their communities? Find out now on this episode of “Journey — Exploring the Customer Experience.”
This episode of “StoryConnect: The Podcast” begins a special six-part miniseries exploring the customer experience. Each stop on the journey is important to have a great customer experience. But first, what is the customer experience?
Minburn Communications helped it's community recover from the COVID-19 economic slump by providing incentives for employees to shop local.
Innovative's annual study uncovers insights on keeping video service going, offering speed increase trials and much more. For the full report, email scottm@innovsys.com.
When their rural Minnesota telco was hit by a ransomware attack, staff sprung into action to both combat the attack and communicate with customers and coworkers about its effects.
SEMO launched its fiber build a few years ahead of most electric cooperatives. CEO Sean Vanslyke talks about the lessons they've learned along the way.
Pioneer's newest team member Jonathan Farmer talks about creative ways he and other co-op communicators have had to adapt events including retirement celebrations.
The sales staff at Etex has built a sales playbook that helps them anticipate customer questions and seize opportunities as a team.
Social media platforms have been in the headlines quite a bit lately. What does that mean for community-based telcos and power providers?
The new PlayStation 5 and Xbox X consoles coming out this holiday season are bandwidth hogs. Broadband providers need to educate their customers before Christmas mornings are ruined by slow connections!
WK&T hosted it's first ever Drive-Through Annual Meeintg during the pandemic and had a great turnout. What does a Drive-Through Annual Meeting look like and how did they make it happen?
FTC had huge success with their virtual annual meeting thanks in part to the fun they had on social media. Taylor Richards shares with us the challenges and benefits of making that happen.
At a time when we're having more digital interactions than ever before, Megan McKoy's new ebook "How to Be Human in a Digital World" provides tips on how your utility staff can maintain that critical human touch.
Following the news that Oregon-based Pioneer Utility Resources had acquired WordSouth, Pioneer CEO Mike Shepard and WordSouth founder Stephen V. Smith joined the podcast to discuss what this means for the two companies and the industries they serve.
At a time when many cooperatives are facing uncertainty around annual meetings, ARC Media has designed an online tool to help members vote.
About a year ago, Northeast Nebraska Telephone Company began switching customers over to a usage-based pricing structure that charged on data used, rather than speed. What went into that move and how has it been received?
This episode is the audio from a WordSouth webinar on June 9 titled Back to School Promotions and Campaigns. To see other upcoming webinars visit wordsouth.com/webinar. The video version is available here: https://wordsouth.com/2020/06/wordsouth-webinar-back-to-school-promotions-and-campaigns/
Carrie Huckeby, who leads WordSouth's training program, discusses how CSRs and MSRs can focus on peak moments in the customer's journey to dramatically improve customer satisfaction.
Upgrading customers is always an important way to grow revenues, but many telcos have been flooded with upgrade requests with customers working from home and homeschooling. What do you need to do to be ready to keep up?
This episode is the audio from a WordSouth webinar on May 14 titled Marketing Segmentation. To see other upcoming webinars visit wordsouth.com/webinar. The video version is available here: https://wordsouth.com/2020/05/missed-our-marketing-segmentation-webinar-heres-the-video/
Lead Tennessee Radio: https://www.tennesseebroadband.com/category/lead-tennessee-radio/
Norvado became one of the first — but likely not the last — cooperatives to hold its annual meeting virtually. How did they pull it off?
This episode is the audio from a WordSouth webinar on April 30 title Working (and Managing) Remotely. To see other upcoming webinars visit wordsouth.com/webinar.
WordSouth developed the industry's first COVID-19 resource kit for utility communicators. CEO Stephen V. Smith joins the show to discuss the free kit and strategies for communicating in this unprecedented time.
NTCA has rolled out it's brand new Smart Rural Communities Podcast. How is the association using podcasts to help tell the rural broadband story?
PRTC has received a fair share of media attention in recent years. CEO Keith Gabbard offers tips on being interviewed and discusses how telling stories can positively shape coverage.
The Tennessee Broadband Association has launched Lead Tennessee Radio as a tool to both communicate important policy issues with listeners and build relationships with legislators. Checkout Lead Tennessee Radio.
Scott Meyer of Innovative Systems shares insights from the 2020 Video and Internet Study, discussing DVR usage, streaming only households and an alarming decrease in customer satisfaction among rural telcos.
Telcos and Electric Cooperatives Working Together
An Interview with Fred Johnson, CEO & General Manager at Farmers Telecommunications Cooperative in Rainsville, Alabama
Transcripts have been lightly edited for clarity and readability.
Episode Summary
At RTIME, Fred Johnson was called on to articulate NTCA’s position on electrics getting into the broadband business. He joined the podcast after his address to share his thoughts.
Andy Johns:
What can your telco do to establish good partnership relationships with your electric counterparts? That's what we'll be talking about on this episode of StoryConnect: The Podcast. My name is Andy Johns. I'm your host with WordSouth, and I'm joined on this episode for the first time, oddly enough, by Fred Johnson, CEO and General Manager at FTC right there in Rainsville, Alabama. Fred, thanks for joining.
Fred Johnson:
That's my pleasure, Andy.
Andy Johns:
Now, FTC has been working with WordSouth for more than 20 years. I think they were our second customer. So it's kind of crazy we have not had you on before, but I appreciate you taking the time here at RTIME. I should say that we are recording live at the center of the rural broadband universe this week in Phoenix, Arizona, NTCA's RTIME Conference. And Fred was nice enough after he addressed the crowd this morning to take some time to talk with us. So your topic, Fred, was looking at electrics and telcos working together. And I thought you had a really good way of putting all that together, based on some of what you've learned from legislators and just your experience.
Fred Johnson:
That's correct, Andy. I was actually tasked with the responsibility of sharing with our membership the approach the board has taken with formulating our response to the emergence of electric providers into the broadband marketplace, which is something that we, quite frankly, think is an opportunity and not a crisis. And it was important to share with our membership the approach the board is taking in that regard.
Andy Johns:
Definitely. We'll start like you did with your presentation with the numbers, because the numbers overwhelmingly suggest that there needs to be a way for NTCA members to partner.
Fred Johnson:
That's absolutely correct. You have to remember that there are 327 million Americans, according to our most recent population estimates. Approximately 97% of the land mass is rural, and that encompasses about 60 million people, not 60 million households, but 60 million people. The challenge that we face is that out of that 60 million, only about 13 million are actually reached by members of NTCA or what we would traditionally refer to as telephone cooperatives and independent small community based providers. That leaves 47 million Americans living in rural America that do not have access to the services of a truly rural-based provider. And we cannot ignore that as an association. We have to understand that, and let that fact help us understand where the market is headed and the challenges that are before us.
Andy Johns:
Because that 47 million those are the folks that are not reached, like you said by NTCA folks, and there may be many of those that would never be the opportunity for NTCA folks to reach them on their own.
Fred Johnson:
That's right. And that does not portend the presence of evil people. Please understand. That's 47 million Americans that are living in areas of the country that have traditionally been served by the large price cap carriers, such as AT&T. And you have to remember that they have telephone service. All of America ultimately had telephone service because of a carefully formulated public policy that dates all the way back to the early 1930s. That policy has changed. The marketplace has changed. And the rules and principles that applied in a monopolistic era with heavy state and federal regulation just don't work any longer. That doesn't mean the companies that are serving those areas are evil people or evil companies. They just don't have a business case to do that. But that does put 47 million Americans at risk of not having a world-class broadband, provided by a provider that is based in their community.
Andy Johns:
I thought it was interesting how you outlined the history there between NTCA and NRECA. This is not a new concept that the telecommunications folks and electric folks will be working closely together, because, I believe you said, there's a lot more in common than in contrast.
Fred Johnson:
There absolutely is. You go all the way back to the 1950s. Actually you go all the way back to the 1940s, it was NRECA that advocated for changes in the Telecom Act or the REA Act that gave birth to the telecom industry as we know it today. And NRECA also gave birth to NTCA itself, housed their offices for many years. And we've enjoyed a long and productive relationship. At the end of the day, we're all about the same mission.
Andy Johns:
I thought it was interesting, you talked about the moral high ground, and I thought that was a nice way to put that. You know, a lot of the co-ops can claim to take that moral high ground. But as you mentioned, a lot of the electric cooperatives are on some of that same space.
Fred Johnson:
Absolutely. By and large, the NTCA membership, almost without exception, is either telephone cooperatives or it is comprised of small community-based, community-minded, independent companies. And whether you're a cooperative or one of those independently owned companies, if you have a true commitment to the community and to the customers, you do have a certain amount of high ground that you can claim. It's not just a business case at that point. But absolutely, rural electric cooperatives across the country are taking care of people the same way, you know, cooperatives in the telecoms side of things have as well. And they have a right to claim that ground as well.
Andy Johns:
Sure. Now as you talked about it a little bit more, you mentioned some good examples of people who are doing it right. I think you mentioned CTC and Pineland and a few others. But where do you see this going? What is the model that you would like to see? You know, hoping that down the road becomes more and more common.
Fred Johnson:
Well, can we take just a moment to talk a little bit about some of the advocacy principles we strongly believe in? First of all, we absolutely promote collaboration and cooperation wherever that is geographically possible. At the same time, we are very cautious and encouraging public policy that does not take scarce resources. Think tax payer or consumer dollars, and give it to folks just to artificially fund competition where it doesn't make sense or to overbuild duplicative networks. That just does not make sense from a public policy perspective. But, at the same time, we acknowledge the need of all rural Americans, not just the ones that are part of our membership. And we encourage cooperation in reaching those as much as possible. The only other thing that we're not the least bit apologetic [for], I've been making a point about, is that people should still act responsibly and invest wisely. And if you don't do that, there's always the possibility absent effective regulation for captive electric rate payers to be on the hook for unwise investments in broadband. But the rural electric industry is headed by smart people who understand good business. And at the end of the day, I see them prevailing and making wise, instead of unwise investments, and I think we're going to be okay. It's just we've got to have some safeguards in place for those that don't act responsibly. And that happens on both sides of the issue.
Andy Johns:
Sure, sure. I liked what you said in the talk was that you're not afraid of a fight, but if you can avoid a fight with somebody 10 times your size, it's probably a wise move.
Fred Johnson:
That's a Fred Johnson personal opinion. I'm not expressing everyone's feelings here. This is my opinion. There's absolutely no reason whatsoever for a fight. And if there's going to be one between rural electrics and rural telcos, it'll be manufactured by bad actors. I'm sorry to be that blunt about it, and remember I just said that's my opinion. That's not official NTCA policy.
Andy Johns:
Right.
Fred Johnson:
But in my opinion, if there's a fight, it's because of bad actors. It's not because there's something about the system that demands it.
Andy Johns:
Right. Not a lot of winners when there's a fight like that.
Fred Johnson:
Now, as a matter of fact, let me make that real clear. This really applies to any rural telco that actually is truly focused upon its customers and the communities in which they live, but especially with regard to cooperatives. If you see electric and telco cooperators fighting, they should really ask themselves what is it about revised Rochdale principle six that they don't think applies anymore. That's the same customer being pulled in two different directions by folks that are supposed to be representing his best interest. So there's no reason for that.
Andy Johns:
So what advice would you have for whether they are coming from the telco perspective or the electric perspective? If there's somebody looking at an underserved or unserved area and there may be an opportunity for partnership, what advice would you give both sides, as they're kind of heading down that road?
Fred Johnson:
It starts with mutual respect. It absolutely starts with mutual respect. I am well-known preaching to my brethren on the telco side of this industry that our counterparts in the rural electric industry are smart, intelligent and capable. They are good people, and they know how to run their organizations. And they understand competitive pressure and often irrational government policy a lot better than we sometimes give them credit for. The only thing that I ask is mutual respect in return. Telco industry has long been down the road of active and aggressive competition. We understand what it is like to function in an area where you can never assume that 100% of the people are going to take your product. And so there needs to be a mutual understanding of that. And if we're talking about a single customer being served by both, it's easy to understand how, if you work together, that customer is the ultimate beneficiary of that. Don't put up two poles, don't put up two pole lines, if one will do. It's really that simple. And so, you know, work together where that's possible. Find a way to work together. At the end of the day, the customers will benefit from that.
Andy Johns:
I would agree with that. And this is an idea that you have heard, not just at telco conferences or not just talking to other telcos, but you've heard the same notion, the same idea in the State House in Montgomery or with public policy officials you've talked to along the way.
Fred Johnson:
Absolutely, Alabama. I'm very proud of our state in this regard. I'm very proud of our legislature, because I have seen firsthand how they have put the interest of Alabamians ahead of any special political interest. They established a very well-reasoned and, I think, well-funded grant program to help get broadband to under or unserved Alabamians. And they did it in a very respectful way of those that are actually delivering on that today. And they were very clear, there was no ambiguity at all, they made it absolutely clear that they were not going to take tax payer dollars and fund artificial competition or overbuilding networks that are doing what the public policy is calling for and successfully. But they also made it equally clear, which I frankly respect them for, that if an existing provider was not going to take care of a rural Alabamian, they were prepared to help anyone who was willing to do it and would. And you know what, at the end of the day, that's exactly the kind of legislative outlook that I'm looking for.
Andy Johns:
Sure. It's tough to argue against that.
Fred Johnson:
It absolutely is.
Andy Johns:
So, the last thing here before we wrap up. I don't know if you brought your crystal ball with you or not, but let's spin it ahead five years or 10 years down the road. Where do you see this going in terms of telco/electric partnerships? What does winning look like? And where do you see the future of this going?
Fred Johnson:
I think there will be much progress. The one thing that you have to acknowledge and accept though is this premise: keep in mind we're talking about significant chunks of the US landmass, some of the hardest to reach and most costly to serve areas that you could come up with. I go back to a comment I made earlier. The only reason we got telephone service essentially to all Americans was because of a carefully crafted government policy that supported those services in an era where it really was a monopoly. It was one provider to do that, and that was the best way to do it. That just doesn't exist anymore. There's no argument to be made for it, but there is still going to have to be significant efforts by the federal government, as well as the state governments, to help fund some of that. And the same reason you would want to do that is still out there, even if the model is not the same. And that is quite simply this, it is in the public interest of the United States of America for all of its citizens to be able to be connected to the world's network. That is in the public interest of the entire nation and every citizen that lives in it.
Andy Johns:
Absolutely.
Fred Johnson:
And that's going to require some public policy assistance. And then you're going to have smart men and women on both sides of the telco/electric spectrum that will find a way to work together, minimize the expenditure of unnecessary resources, cooperate and make it happen in the most efficient way possible. And this is my opinion, and I make no apology for it. It is better they do it, than the government try to do it for them.
Andy Johns:
Got it. That insight and those thoughts are brought to you by Fred Johnson. He is the CEO at FTC in Rainsville, Alabama. Fred, thanks for joining me,
Fred Johnson:
Andy. It is always a pleasure. We love WordSouth and our relationship with it. Glad to be with you.
Andy Johns:
Wonderful. Thanks so much. I'm your host, Andy Johns with WordSouth. And until we talk again, keep telling your story.
At Omnitel, storytelling is an important skill for all employees. CEO Ron Laudner tells us how and why it's important for everyone to be on the same page.
Tombigbee Electric Cooperative was early to the game on fiber optics. What can other electrics learn from Tombigbee’s Freedom Fiber service?
The demand for broadband was there, but Joe Wheeler EMC (Trinity, Alabama) needed approval from its membership to enter the business. In this episode, Director of Communications Michael Cornelison talks about the actions his electric cooperative took to inform members and hold an election to change the company bylaws.
In the summer of 2019, Director of Communications Patricia Contic and her team at Morristown (TN) Utility Systems were set to launch a company-wide rebranding effort. And then someone launched a DDoS attack on their network. In this episode, Patricia talks about how they managed the public backlash, deleted their Facebook page and started a new one, and came out the other side with a rebrand — and a new social media policy.
Appalachian Electric Cooperative in New Market, Tennessee, did its homework before deciding to enter the broadband business — what Director of Member Services Mitch Cain calls "the largest investment our cooperative had ever made." In this episode, Mitch talks about what led to AEC's decision to offer broadband, and how finding the right partner was key to making it happen.
If your company wants to reach its goals, improve its results and become more competitive, the Baldrige Framework provides a system for moving you toward excellence. In his presentation to on the conference main stage, Keiffer dove deep into the Customer Focus leg of the Leadership Triad, exploring how customer expectations, engagement and communication can inform your pursuit of overall leadership excellence. For more information on putting this training to work in your organization, contact Jim at jim.keiffer@wordsouth.com
Robocalling is a huge issue for all of us and continues to be the number-one complaint to the FCC and FTC. More than half the calls to all mobile phones in the US in 2019 will be robocalls. STIR-SHAKEN is a framework developed by the ATIS/SIP Forum NNI Task Force to reduce the number of illegally spoofed calls. FCC Chairman Ajit Pai has demanded that service providers begin implementing STIR-SHAKEN in 2019. Jamie's presentation at the conference provided an overview of STIR-SHAKEN, along with additional methods to mitigate the robocalling problem in your network. For more information, contact Jamie at jgibson@rbbn.com.
Shawn Arner is the USDA RUS Deputy Assistant Administrator of the Loan Origination and Approval Division. He spoke from the conference main stage about the many funding programs available through the Rural Utilities Service. To learn more, contact Shawn at shawn.arner@usda.gov.
Federal and state grant programs are providing another source of funding for many to expand their broadband buildout. Whether an outright grant, a low-interest loan, or funding through the FCC’s Rural Digital Opportunities Fund, there are several programs that can help fund your broadband project. Each program has detailed application requirements, but jumping through these hoops can be worth the effort. Many companies have won grants that have allowed them to complete buildouts to the most rural areas or expand into competitors’ underserved areas. To learn more, contact Valerie at vwimer@jsitel.com.
How can we diversify services to create market resilience, reduce churn, and increase revenue? What innovative methods can we use to add to the value we provide to customers? To explore these and other questions, NeoNova conducted an industry survey and hosted a small-group discussion workshop at the 2019 NTCA Technology & Business conference. We review the lessons learned from the survey and the discussions at the event, along with recommendations based on the results.
When Arkansas Valley Electric Cooperative wanted to get into the broadband business, they created the Wave Rural Connect brand. How did they do it and what are the advantages of building a new brand?
Riverstreet is offering a broadband only package under the Opti-Fi brand. How is the brand being recieved? This episode also includes a discussion about tactics for online ad tactics.
Updating one of the year's most popular episodes, Scott Meyer of Innovative Systems shares summer quarter viewership numbers showing which channels are the most and least popular rural viewers.
NineStar Connect has launched "The Idea Co-Op" for business startups, remote workers and other people in need of work space. How did the make it a reality?
RocketFiber has used social media platforms such as Instagram to present a fun and engaging brand. How do they approach these channels?
NDTC was honored with a Marketing Excellence Award for its newsletter. Tammy Reierson discusses why it was the right time for NDTC to reinvest in print.
Nex-Tech was honored with a second runner-up finish as part of NTCA's Marketing Excellence Awards for Marketing Campaigns. Dustin Schlaefli discusses the telco's decision to embrace OTT over linear video and the ways he communicated that to customers.
Consolidated Telcom was honored with a second runner-up finish as part of NTCA's Marketing Excellence Awards for PR Campaigns. Rhonda Fitterer discusses how the telco created an outdoor movie tour of it's service area.
PTCI is about halfway through their transition away from video service. Through "Streaming Care" and other efforts, they are working to help customers make the switch.
Streaming Care details: https://www.ptci.net/digital-tv/streaming-care/
NTCA is making some changes to it's Smart Rural Communities program. Josh Seidemann discusses the changes and drops a few hints about succesful applicants.
NTCA Smart Rural COmmunities Page: https://www.ntca.org/member-services/programs/smart-rural-community
Duo County Telecommunications just underwent a rebrand itself as Duo Broadband. Eric West discusses their strategy and lessons learned along the way.
Triangle Communications' emphasis on storytelling helped them win runner-up for video advertising in NTCA's Marketing Excellence Awards. How did they do it?
Link to video: https://www.youtube.com/watch?v=Kgrdweap3dw&t=2s
YK Communications recently won an NTCA Marketing Excellence Award for it's bold decision to build a campaign around "poop emojis." What went into that decision and how has it been received?
https://fiber.ykc.com/?fbclid=IwAR2yWSEakgPNX6R5x1e7fXKKbKntszRQ69v7yi0PyX03KnoTkk3EcSS0R4Q
Since Peoples implemented online chat on its website it's become the perferred method of customer service for some customers and employees.
HCTC has been hosting Lunch and Learn for years in an effort to educate customers about various technology topics.
PRTC has recently overhauled their local channel by adding new shows and improving quality of its programming.
Wiregrass Electric Cooperative has partnered with Troy Cable to bring broadband to many of it's members. How does the partnership work and why was it the right move for Wiregrass Electric?
Lisa Cope, CEO of Ben Lomand Connect, and account manager Gena Barry discuss Network Support Services, a consortium of companies supporting rural broadbad providers with call center, engineering, marketing and other services.
Sandhill is exanding to two areas outside of its traditional footprint. How has the cooperative identified opportunities and readied itself to expand.
Jason Shelton has recently taken the helm as Loretto's general manager right after the company had been acquired by another telco. How has Loretto communicated with its customers and employees about these changes?
HTC's service area includes what some experts have identified as the poorest county in Tennessee and the poorest county in Kentucky. How did HTC bring fiber to both?
ATMC is using a rolling grant program to connect difference-makers in their community. Along the way, it's generating positive PR for them.
Innovative Systems has released data showing what television channels are most popular among 60,000 rural viewers. Scott Meyer outlines some of the surprises. Email ScottM@innovsys.com for the latest quarterly results.
Alliance Communications has run promotions instructing members how to cut the cord on video and phone service. What's behind those efforts?
Chris Townson is CEO of DTC in Alexandria, Tennessee, where the cooperative is in the midst of an aggressive fiber construction program.
Converting to new meters is a complex process. How did Murfreesboro Electric communicate about it with their customers?
Website: https://murfreesboroelectric.com/
Communication has become more important in the utility industry than ever before. What are communicators talking about at the TVPPA Customer Service and Communications Conference.
Website: http://www.tvppa.com/
It's one thing to talk about energy efficiency. It's another to show people what it looks like.
Website: http://www.mcknightassociates.net/home.html
Customer service reps need to be trained to ask probing questions to try and understand the customer. How can you equip them with those critical thinking skills?
Website: https://www.electricities.com/
When Volunteer Energy Cooperative and Twin Lakes Telephone Cooperative partnered together to bring broadband to rural Tennessee, it took coordination and planning for both companies to communicate about the new network.
Website: https://www.vec-twinlakes.com/
Through a cyber security training session and "Lunch and Learn" events, ETEX has helped solidify its position as the region's technology expert.
Website: https://www.etex.net/
As TTA and KTA conclude their 24th annual joint conference, Tyler Campbell discusses the hot topics: broadband only packages, industry advocacy, and more.
Website: https://www.ktaoffice.org/
Innovative Systems sponsored a study that reveals some telling insights into customer demand for video and broadband usage.
Website: Full Survey http://www.innovsys.com/innovsys/2018-rural-video-broadband-study-results/
Ad insertion allows local businesses to advertise on your video service, but the industry is adapting to work ads into online video and over-the-top services.
Website: https://viamediatv.com/
NCTC uses data to size up existing customers and potential customers. That data helps them fit the customers to the proper services.
Website: https://fiber.nctc.com/
What topics are telcos and vendors talking about that the annual KTA-TTA Joint Conference in Bowling Green.
Website: https://www.tenntel.org/
When Big Bend Telephone decided to rebrand as BBT, they launched a 10-month process to build a new identity for their brand — one that didn't include the word "telephone."
Website: https://www.bigbend.net/
Tim Brinkman has had an uncommon career track and is one of a growing number of "marketing people" to move into upper management at a telco. He joined the podcast right after presenting on this topic at the MTA Marketing Peer Group.
Website: https://www.gvtel.com/ Live from the MTA Marketing Peer Group
The Gigazone Gaming Championship draws 4,000 gamers to an event hosted by Paul Bunyan Communications in Northern Minnesota. How does the telco staff do it and why do they feel its such an important audience to reach?
Live from the MTA Marketing Peer Group
Website: https://gigazonegaming.com/
The MTA's new IRV (Incident Response Vehicle) will better prepare many midwest telcos to respond to incidents and emergencies. What is it and how will it work?
Website: https://www.mnta.org/default.aspx
ITS Fiber wanted to provide an opportunity for Congressman Brian Mast to hear from local residents. Why was it important for a local telco invest in an event like that and how was it recieved in a contentious political climate?
Website: http://www.itsfiber.com/
Ben Lomand Connect stepped up coverage of their local elections this summer and reapped the benefits of an increased audience. What did they do and how did they pull it off?
Website: http://benlomandconnect.com/bltv-channel-6/
Description for Website: Norvado worked with local and state officials to create a Telecommuter Forward program with hopes of luring more telecommuters to their rural area.
Website: http://norvado.com/telecommuter
Pineland Telephone is once again expanding in South Georgia, and this time it's through a partnership with an electric cooperative. How did the partnership come about and how are they communicating with new and existing members about it.
Website: http://pineland.net/
With the 2018 KTA Annual Meeting in the books, KTA Executive Director Tyler Campbell shares his biggest takeaways from the conference.
Website: https://www.ktaoffice.org/
PRTC and community partners have gotten together to roll out a tele-health initiative known as the Virtual Living. The program seeks to give veterans a local option to get care, instead of them having to drive to bigger cities. How did they bring this to rural East Kentucky? Link to PRTC's Virtual Living Room video: https://www.youtube.com/watch?v=qM9yqZc0m0M&t=2s
Website: http://www.prtc.org/
At the 2018 KTA Annual Meeting, Gordon Caverly presentation was title "Sales & Marketing Strategies — If You Wish to Keep and Grow Your Customer Base." This episode focuses on the part of the session discussing millennials.
Website: http://www.mscon.com/
Rural broadband is a hot topic in Washington and state capitals around the country. Shirley Bloomfield, CEO of NTCA—The Rural Broadband Association, explains how telco marketing teams can help advocate for their customers online and in person.
Website: http://ceoblog.ntca.org/
Telcos need to play an integral role in their region's economic development. How can partnerships help them tell their story?
Website: https://www.rd.usda.gov/ky
For Episode No. 100, we brought back our guest from episode No. 1: Laura Withers of NTCA. Laura shares what she learned at last weeks NTCA PR and Marketing Conference.
Website: https://www.ntca.org/
What did Mosaic Telecom learn from a their experience when a tornado hit their town?
Website: http://www.mosaictelecom.com/
Edward Hinson was a part of a panel about retail space and customer experience at NTCA's PR and Marketing conference. After the session, he discussed the planning and strategy that Skyline put into opening two of their customer service centers.
Website: https://www.skybest.com/
Norvado was honored with a Telechoice Award from NTCA for their website. Joe Kohegyi shares the planning and strategies that led to their award-winning site.
Website: http://norvado.com/
Derek Barr moderated a telco marketing roundtable at the NTCA PR and Marketing Conference in Nashville. After the session, he discussed the highlights including Facebook reviews, customer service incentives and explaining broadband.
Website: http://www.hardynet.net/
In a panel at the NTCA PR and Marketing Conference, Bryan Kell from Ben Lomand Connect discussed how his team shared their story with their Gig Certification and Smart Rural Community Designation. Afterwards he summarized the session on StoryConnect.
Website: http://benlomandconnect.com/
CTC recently rebranded for a fresh new look. What changes did they make and how did they communicate about the changes.
Website: https://www.goctc.com/brandstory/
Bob Dahlstrom discusses why Valley Telecom in Arizona decided to drop video service and how they communicated the change to their members.
Website: http://www.vtc.net/
Bob Dahlstrom shares some insights on how Valley Telecom in Arizona connects with members via Facebook Live and Twitter.
Website: http://www.vtc.net/
A friendly, seven-foot deer wearing a t-shirt makes a big impression with school groups and on social media — and that's exactly what Mosaic Telecom was after when it introduced its new mascot. Newsletter link for photos: http://assets.mosaictelecom.com/documents/Mosaic-Telecom-Newsletter_January2018-ebilling.pdf Mascot costume company: https://www.olympusgrp.com/mascot-costumes/
Website: http://www.mosaictelecom.com/
WCTEL offers customer education classes for members. While the classes are informative for the attendees, they also help WCTEL staff get to know their customers.
Website: https://www.wctel.net/
ETC has launched a popular new program involving local school that asks students to pitch ideas for community projects. The winners receive IGNITE Education Grants from ETC.
Website: http://etcnow.com/Bundles/
In industries full of acronyms and technical jargon, how do you make sure you are still speaking a language your customers can understand?
Website: http://www.consortiaconsulting.com/
Wiregrass Electric Cooperative has been recognized nationally for its innovative takes on community service programs. What are some new ways your utility could serve its members or customers?
Website: https://www.wiregrass.coop/
Getting to know the reporters, editors and producers covering your territory can lead to positive coverage or help make sure your side has a voice in any negative stories.
Website: https://www.hsvutil.org/
Getting the most out of your internship program takes work. You've got to put your interns in position to succeed and that starts with picking the right students in the first place.
Website: http://murfreesboroelectric.com/
Hurricane Matthew sent eight inches of flood water running through the office at Star Communications in North Carolina. How did they respond?
Website: http://www.starcom.net/
Hurricane Harvey ravaged the Texas Gulf Coast causing widespread flooding and other damage. Throughout it all though, YK Communications' network and employees shined.
Website: https://www.ykc.com/
Ashley Etter runs the Snapchat account for West Central Telephone Association. She shares insights into how the platform is different from other social media and communication tools.
Website: https://www.wcta.net/site/
CrowdFiber combines geography and marketing to be create a powerful geomarketing tool for telcos or electric providers building a fiber optic network.
Website: www.crowdfiber.com
Best-selling author and social media expert Mack Collier previews his upcoming session at StoryConnect, explaining the difference between customers and fans.
Website: http://www.mackcollier.com/
In 2017, DTC won a Telechoice Award from NTCA for loca video content. What sets them apart?
Website: https://dtc3.tv/
Municipal electric and fiber optic provider EPB in Chattanooga worked well in advance of the FCC's decision to craft a careful message about Net Neutrality.
Website: https://epb.com/customercarepledge
In 2016, Silver Star reinvigorated its Tech Star repair program. How did they do it and how has it helped the telco?
Website: https://www.silverstar.com/
Even in rural areas, information like income and credit scores can help you find your ideal customer and allow you to target your marketing efforts.
Website: http://www1.n-focus.com/
John Formica, the keynote speaker for StoryConnect 2017, shares lessons he learned from his time at Disney and how they can be applied to rural utilities.
Website: https://johnformica.com/
Live from the Kentucky Telecom Association 2017 Annual Meeting
Is there a demand for broadband-only service at your telco? Listen to Matt Pearce discuss the particulars of this approach in light of USF reform.
Website: https://www.mossadams.com
Live from the Kentucky Telecom Association 2017 Annual Meeting
PRTC, serving the Eastern Kentucky counties Jackson and Owsley, has received a great deal of state and national attention for the work its has done to deploy a fiber network and the positive results that have developed because of fiber. In this episode, CEO Keith Gabbard discusses the value of telling your telco's story.
Website: http://prtcnet.org/
Live from the Kentucky Telecom Association 2017 Annual Meeting
Jasper Schneider discusses partnership opportunities between rural telcos and electric providers. For six years, Schneider ran a federal agency at both a state and national level, leading USDA’s Rural Utilities Service as State Director in North Dakota, and acting Administrator in Washington, DC. Schneider is also a former lawmaker, serving in the North Dakota Legislature.
Website: http://www.nisc.coop/
Live from the Kentucky Telecom Association 2017 Annual Meeting
Hilda Legg served under President George W. Bush as administrator of the Rural Utilities Service. Today she is a consultant, as well as vice chairman of Broadband Communities Magazine. In this episode she discusses the important role rural broadband plays in our nation.
Website: http://www.bbcmag.com
Live from the Kentucky Telecom Association 2017 Annual Meeting
Diane St. Onge represents District 63 in the Kentucky House of Representatives, where she chairs a new committee on Small Business and Information Technology. In this episode she provides insight into the committee's role in telecommunications matters, as well as cybersecurity and related issues.
Website: http://www.lrc.ky.gov/legislator/h063.htm
Live from the Kentucky Telecom Association 2017 Annual Meeting
Powering fiber services for customers during extended power outages is a challenge. And what about those who live "off the grid" but still want internet access? Chris Wacker, president of power supply manufacturer EPSi, discusses how solar technology could be the answer.
Website: http://www.espicorp.com
Live from the Kentucky Telecom Association 2017 Annual Meeting
Changes in Washington have an impact on the way telecommunications companies provide service. In this episode, recorded live at the Kentucky Telecom Association's 2017 Annual Meeting, Brian Ford shares details of industry changes and how they affect customers. Brian is Senior Regulatory Counsel with NTCA–The Rural Broadband Association
Website: http://www.ntca.org/
The Kentucky Telecom Association is planning its 2017 Annual Meeting, set for May 24-26 in Lexington. Executive Director Tyler Campbell discusses the great lineup of sessions that will equip attendees with new ideas and legislative updates.
Website: http://www.ktaoffice.org
Triangle Communications has made a series of "How-To" videos available to their customers along with some engaging mini-documentaries on their customers. https://www.youtube.com/channel/UCDqrRZWoWQpYAJgKsKI1ixQ
Website: https://www.itstriangle.com/
Shelley Evink shares what Farmers and Federated are doing to engage with customers including Fiber Fridays and the Computer Commuter. She also discusses how her telcos got employees to try out smart home products in their own homes.
Website: http://www.aciracoop.net/
West Wisconsin Telcom not only provides broadband service, but they can sell you the computer you need to get on the web. How do they do it? Randy Simpson of West Wisconsin also shares some lessons from the cooperative's community technology classes.
Website: http://wwt.net/
After their presentation at the MTA conference, Chris and Jenna discussed the "fluff" known as cultural branding.
Website: http://www.cooperative-networks.com/
Paul Bunyan Communications is certified to make warranty repairs for Apple products. How did they do it and how does it help? Guest Brian Bissonette and host Andy Johns also discuss online chat as a tool for customer service reps.
Website: http://www.paulbunyan.net/contact.html
Paul Bunyan Communications decided to put a geographic spin on the name of it's gigabit product. The cooperative also operates popular webcams focused on the headwaters of the Mississippi River and iconic statues of Paul Bunyan and Babe the Blue Ox.
Website: http://www.paulbunyan.net/ http://www.paulbunyan.net/weathernews/webcam/paulbabe.html http://www.paulbunyan.net/weathernews/webcam/headwaters/headwaters.html
Amy Harrelson shares her experience in spearheading a major remodel of Pineland's customer area, as well as crafting a mission statement and changing job titles.
Website: http://pineland.net/
Are bundle customers willing to upgrade their internet services? NTCA–The Rural Broadband Association has published a report based on a national survey of rural and independent telecommunications companies, examining bundle price points, internet connection speeds and the number of TV channels offered across bundles. The report also reveals the extent to which different bundle offerings are meeting telco expectations. Our guest for this episode, Laura Withers, director of communications for NTCA, discusses details of the report and how telcos can purchase a copy.
Website: http://www.ntca.org/estore
HTC, the nation's largest telephone cooperative, recently launched a glossy magazine and several features on their website. How will those help them reach their audiences?
Website: http://www.htcinc.net/
When Golden West turned 100 years old, they used that as an opportunity to create unique events in many of the communities they serve.
Website: https://goldenwest.com/Tour
Cliff Albertson shares the importance of rural telcos marketing their areas to remote workers.
Website: http://www.badgercommunications.com/
You've built the network and gotten NTCA's Gig Certification. Now what? How do you leverage that? This episode also covers marketing to tourist areas and
Website: http://www.norvado.com/
How does the "little phone company down the road" become a respected telecom provider? As CCT has learned, you do it by leveraging your Gig Certification.
Website: www.cochranete
CTC runs the broadband service for Arrowhead Electric from 200 miles away. How do they make this long distance relationship work?
Website: http://www.connectctc.com/
Is it a good idea to name your 20 Mbps service your "Slow" Package? According to ARPU, yes!
Website: http://redrivercomm.com/internet/
How do you know your branding is ready for an update and how do you change it? Amanda Wood of Central Texas Telephone Cooperative shares her experience in making some big changes to the company's identity.
Website: www.tdstelecom.com
When do you need a rebrand and how long will it take? CEO Randy Grogan of Ballard Telephone talks us through the cooperative's efforts to change it's identity.
Website: www.btcservices.com
If you are in marketing, communications or management at an electric utility or telecommunications company, this conference is for you. Spend a few minutes learning about the great sessions the WordSouth team has lined up for StoryConnect: The Conference 2016.
Website: www.storyconnect.com/conference
Customers today have different needs and expectations than previous generations of customers, but just how different are they? In many cases, marketers will need to change their approach and the tools they use in order to reach them.
Website: https://www.chrsolutions.com/
Wilkes Communications is a progressive cooperative that is blazing new trails in the telecommunications industry. This interview with CEO Eric Cramer begins with his take on the important of marketing, then explores the progress that can be accomplished by partnering with various institutions that serve a community.
Website: www.wilkes.net
Russell Kacer outlines the transformation of Ganado Telephone into YK Communications. He also shares pointers from his TSTCI presentation on customer service.
Website: www.ykc.com
Sales incentives aren't just for sales people any more. At Big Bend Telephone, everyone from engineers to accountants has goals for the numbers of upgrades or sales they need to make each year — and they get rewarded for making those happen.
Website: http://www.bigbend.net/
Graphic designer Gabe Herrera shares what's hot in graphic design including styles, font and photo resources.
Website: http://www.hctc.net/en/home.html
What are marketing and customer service folks talking about in Texas? Toni Rivas, who moderated a roundtable discussions at the TSTCI Marketing, Account and Customer Service Conference in Austin shares with us her takeaways from the session.
Website: www.tdstelecom.com
What better way to underscore your telcos history in the community than with a museum? Tara Swirczynski discusses how Nortex leverages the Gene H. Fuhrman Memorial Telephone Museum to share its story.
Website: http://www.nortex.com/telephonemuseum
TSTCI CEO Weldon Gray outlines the ever-increasing importance of marketing departments. He also previews some legislative issues affecting Texas telcos.
Website: http://www.tstci.org/
Murfreesboro Electric Department recently faced what many utilities would consider their worst fear: a buyout attempt from a larger utility. After successfully defeating the attempt, Steve Sax, general manger, talks about the experience.
Website: www.murfreesboroelectric.com
Sue Kelly, President and CEO of the American Public Power Association, spends her time advocating for the needs of Public Power in Washington, D.C. as well as “keeping away the bad.” In this episode, Kelly discusses a few current efforts of the APPA as well as the role of advocacy in general for utilities.
Website: www.publicpower.org
What is the state of broadband in Tennessee? Commissioner Randy Boyd of the Tennessee Department of Economic and Community Development discusses the results of the broadband study his department oversaw. This interview was conducted Tuesday, July 19, 2016, the day the results were released.
Website: https://www.tn.gov/ecd/
How can your utility help bring new jobs into your service area? Brian Hercules of the Rutherford Chamber of Commerce talks about the important relationship between your utility and economic development.
Website: www.rutherfordchamber.org
How do you go beyond teaching the rules of electric safety to creating a culture at your utility that priorities safety above everything else? Donnie Hall of Johnson City Power Board discusses the importance of getting your utility’s leadership team involved in safety.
Website: www.jcpb.com
The Tennessee Municipal Electric Power Association makes sure that its member’s voices are heard by the state government. Jeremy Elrod of the TMEPA discusses the importance of public power and several current legislative topics.
Website: www.tmepa.org
How does the Central Service Association benefit its utility customers, and what new innovations are utilities taking advantage of? Cindy Stoker of CSA sits down with Stephen Smith to discuss her company and the services it offers.
Website: www.csa1.com
The Tennessee Municipal Electric Power Association celebrates 50 years of serving its members across Tennessee. Executive Director Mike Vinson spends a few minutes talking about what the TMEPA is, the services it offers and what he’s looking forward to most during the annual meeting.
Website: www.tmepa.org
TVA’s recent moves towards Time of Use billing has caused major changes in the way utilities are purchasing electricity. For Tullahoma Utility Board, it’s also provided an opportunity to pass some savings onto their customers, along with a lot of education about how electricity is generated.
Website: www.tub.net
Public affairs, marketing and public relations all help communicate your company’s goals, but when do you need to use each one? Les Fugate of RunSwitch PR shares his thoughts on those three branches of communication and tells us how to equip your customers to make their voices heard on regulatory issues.
Website: www.runswitchpr.com
What is your boss worried about? Bruce Mottern of TDS facilitated the CEO and General Manager Peer Group Roundtable Session at the 2016 TTA Annual Meeting, and shares some of what was discussed.
Website: www.tdstelecom.com
What happens when a bunch of marketing and customer service folks from telcos around Tennessee get together? Julie Gogel of Telcom Insurance Group discusses drive-thrus, time and temperature lines, cross training and everything else that came up during the Marketing, Sales and Customer Service Peer Group Roundtable Session at TTA’s 2016 Annual Meeting.
Website: www.telcominsgrp.com
When you sell someone gigabit Internet service, will they be able to use it to its full potential? What equipment will they need? Patrick Moreno of ZyXEL tells us what marketers need to know about gig-capable equipment. This episode was recorded from the 2016 Tennessee Telecommunications Association Annual Conference in Franklin, Tennessee.
Website: www.zyxel.com
Can “free” Wi-Fi be a new revenue stream for your company? Keith Jones of CCI Systems gives an overview of the session he led at the Tennessee Telecommunications Association Annual Conference in Franklin, Tennessee.
Website: www.ccisystems.com
How do you prepare your telecommunications company to expand into a new market? General Manager/CEO Jonathan West of Twin Lakes talks about the five-year plan his cooperative worked through to expand into Cookeville, Tennessee. This episode was recorded from the 2016 Tennessee Telecommunications Association Annual Conference in Franklin, Tennessee.
Website: www.twlakes.coop
Is it time for your company to enter the Twitterverse? Maybe or maybe not. Missy Michaels, director of marketing and customer engagement with United Communications in Chapel Hill, Tennessee, shares some of her ups and downs with social media. This episode was recorded from the 2016 Tennessee Telecommunications Association Annual Conference in Franklin, Tennessee.
Website: www.united.net
What’s in store for attendees at the Tennessee Telecommunications Association next week? What’s coming up for Tennessee Telcos in the next legislative session? TTA Executive Director Levoy Knowles tells us what marketers need to know about the upcoming conference and the legislature.
Website: www.tenntel.org
Ultra-HD streaming video is coming. Is metered broadband the right way to preserve your network strength and dependibility? What challenges do so-called “data-caps” present for marketers? Matt Krueger and Anthony Ring of Shentel discuss how they’ve blazed a new trail for telcos that meter their customers’ data useage.
Website: www.shentel.com
Marketing departments are always fielding requests for sponsorship and donations. Do you have a plan to make sure your company’s donation budget is being use wisely? Glenn Muske of the North Dakota State University Cooperative Extension office says you have to be prepared with a strategy before the local community groups come asking.
Website: More about Glenn
When Duo County Telecom in Kentucky launched gigabit service, Director of Marketing Eric West knew he needed to educate customers about the new speeds available. But what’s the best west to translate complex technology and loads of jargon into something regular people can understand? Eric and the Duo team used a unique video and other channels to communicate their new offerings.
Website: Some of Kentucky’s First Gigabit Communities
How many places does a potential customer interact with your company? Is your company putting your best face forward in each of those contact points? Lori Vergin of MPower Consulting explains how immersion or immersive marketing can turn customers into advocates.
Website: www.mpoweryourbusiness.com/bio.html
You’ve built a robust fiber network. Now what? Chris Castagneri, marketing manager at Cooperative Network Services in Minnesota, says, “If you’re an ISP with fiber-to-the-premise, you want your customers to want—believe in—and love direct fiber.”
Website: www.cooperative-networks.com
When it comes to non-regulated services, are you thinking outside the box? Andy Isackson, marketing manager for CTC in Minnesota, discusses creative ways to market such services.
Website: www.connectctc.com
Are you looking to buy video clips for your local channel productions, or even entire shows? Or maybe you’d like to sell some of your video work to other providers. Edward Hinson, executive director of competitive operations for Skyline/Skybest in North Carolina, talks about how The Video Exchange works.
014 The Video Exchange, With Edward Hinson Of Skyline-Skybest
Is it time to change your brand? Morgan Lovell of Clear Lake Telephone in Iowa discusses how her company went through the rebranding process.
Website: www.cltel.com
Email is still effective. In fact, it can be a powerful and effective marketing tool when the content is strategically relevant. In this episode of StoryConnect: The Podcast, Matt Krueger, Marketing Manager at Shentel, discusses the tactics used by his company.
Website: www.Shentel.com
What is your story, and why is it important to share it with your customers? Storytelling is a powerful way to connect with your customers, according to Kelly Swanson, an award-winning speaker from North Carolina. Kelly was a featured speaker at the 2016 PR and Marketing Conference hosted by NTCA–The Rural Broadband Association.
Website: www.KellySwanson.net
With so many distractions, utilities are in a battle for the consumer’s attention. How do you communicate your message in such a fractured market? Brad Molander is a “technology evangelist” with NISC, and he joined WordSouth’s Andy Johns at the recent RTIME event (the annual telco event hosted by NTCA–The Rural Broadband Association) to discuss disruptive technology and how to capture a consumer’s attention to stay relevant.
Website: www.NISC.coop
We all know that cooperatives have power stories to tell. Mark Patterson, general manager of Highland Telephone Cooperative in Sunbright, Tennessee, recently spoke with WordSouth’s Andy Johns about how his company uses HTC’s story to communicate the cooperative’s purpose. Listen as Mark shares how storytelling turned a bland report to the government into a vivid document that showed the impact HTC’s fiber construction project is having on the people it serves.
Website: www.highlandtel.net
Carissa Swenson, with Consortia Consulting, spoke with WordSouth’s Andy Johns at the recent RTIME event, hosted by NTCA–The Rural Broadband Association. When it comes to selling broadband services, she reminds listeners that “it’s not about the speeds, it’s about what people can do with that connectivity.” She advocates helping customers understand why they need high-speed connections, in part by showing them some of the many great online resources available to improve their lives.
Website: www.consortiaconsulting.com
In order for people to respond to your products, sometimes those products need a human element. Maybe even a super-human element. In this episode, Mcxie Hurst, marketing manager of Peoples Telephone Cooperative in Quitman, Texas, talks about how their “Super Steve” promotion took their broadband offerings to new heights.
Website: www.peoplescom.net
WordSouth had the honor of being asked to present at the 2016 RTIME, the Rural Telecom Industry Meeting & EXPO presented by NTCA–The Rural Broadband Association. VP of Telecom Andy Johns and Managing Editor Noble Sprayberry traveled to Orlando in February to present “Sharing Your Story” f0r RTIME attendees.
Before they left, WordSouth President & CEO Stephen V. Smith interviewed Andy and Noble about their presentation. He learned that they would be sharing three important concepts at RTIME:
Leading with your story Selling with your story Telling your story the right way Join Stephen, Andy and Noble as they offer a preview of the RTIME presentation.
There is a lot of talk these days about incorporating storytelling into your marketing efforts. But what kind of stories are effective? In this episode of StoryConnect: The Podcast, WordSouth’s Andy Johns speaks with Carrie Huckeby, chief marketing officer for WK&T in Mayfield, Kentucky, and Ardmore Telephone in Ardmore, Alabama. Carrie gives practical examples of how her companies are engaging customers through the power of storytelling.
Telling your own story is one thing, but there is great power in having your customers tell your story for you. In this episode of StoryConnect: The Podcast, WordSouth’s Andy Johns speaks with Shannon Sears, the director of commercial operations for West Carolina Tel headquartered in Abbeville, South Carolina. Shannon talks about a residential development that WCT serves with fiber, where the general manager is a strong advocate for the work WCT is doing in the area.
There is a wealth of information about user habits inside your network, and marketers can harness that information to drive sales and increase ARPU. But how?
Allison Brausen recorded this interview prior to presenting at the 2015 StoryConnect conference on the topic of “Harnessing Network Data for Target Marketing.” Allison is the senior manager of marketing campaigns for Calix, a leading global provider of broadband communications access systems and software. She oversees the planning, execution and ROI measurement of marketing outreach for Calix product launches, customer events, promotions and specialized initiatives.
In this episode of StoryConnect: The Podcast, Allison talks about how marketers can put network data to work in their organizations.
Jim Keiffer is President of Keiffer Energy and Management Consulting. His four decades in the natural gas and electricity industry include many year leading marketing as well as customer strategy/support for TVA. In this episode of StoryConnect: The Podcast, Jim talks about how utilities can increase customer participation in their programs. This interview was recorded just before StoryConnect: The Conference in September 2015.
Laura Withers is Communications Director for NTCA–The Rural Broadband Association. She was our guest on StoryConnect: The Podcast in September 2015 to discuss NTCA’s Gig-Capable Provider program. This interview led up to Laura’s personal appearance a few weeks later at StoryConnect: The Conference in Chattanooga, Tennessee.