AEM… A. – E. – M. What the heck is AEM? It stands for All-Employee Meeting and at WOW! we have them in each geographical location at least twice per year. In fact, at our AEMs our CEO, Colleen Abdoulah is almost always a featured guest speaker. (‘Featured’ is probably an understatement.) Colleen has the trust and faith of WOW! employees and they look forward to her state-of-the business updates and motivational comments with real anticipation. AEMs are a semi-annual events that contribute to the WOW! Way of doing business.
AEMs vary a bit from location to location, from season to season and from year to year. Common agenda items include regional business updates on key metrics, recognition for top individual and top team performances, there’s always food of course and there’s always, always an element of fun.
How do you have fun with groups of people ranging from 60 to 300? There are lots of ways. Last year our company converted our service structure to a pictorial ‘metaphor’ – depicting an outdoor music festival complete with audience (customers) ticket sellers (Marketing), musical performers (Technicians, Customer Service and Dispatch) and electrical support (IT, HUB Engineers). One region converted the image to 18”x 32” puzzles and each table of employees raced to assemble it with one hand held behind their backs. Another region capitalized on the anniversary of Woodstock and hosted ‘WOW!stock’ as the forum for their AEM. Their meeting was complete with a rock band, circa 70s clothing and security guards for the important guests. Just last week, one region conducted a broadband version of ‘The Dating Game’ where one technician (dressed as the female date) quizzed four contestent technicans representing Comcast, AT&T, Time-Warner and WOW! on the quality of service and ‘dating’ experience they would provide. Where there’s a will there’s a way and at WOW! there will be fun.
As mentioned above, AEMs usually close with a word from our CEO. This year, Colleen praised our efforts in 2009 that resulted in growth despite the dismal economy. She also shared what it was like to walk in her shoes – representing the little cable company who does it best in the U.S. – according to JD Power and Associates and Consumer Reports. Finally, she shared a story about the definitive nightmare of a customer, who she spoke with personally and who would not be satisfied no matter what. Colleen told WOW! employees she truly empathized with their day-to-day customer challenges and in the end, she invited Nightmare Customer to fulfill his threat and find his services elsewhere. Needless to say, that story was a big hit with our front line employees.
AEM = All Employee Meeting. Any company who doesn’t do them is missing the boat on communication and employee engagement. At WOW! we do them for information, for fun, and for a sincerely appreciated personal message from the top executive of the company. AEM – one of those little things that sets us apart in a big way.
2010 AEM - Top Performers of 2009 share the stage with CEO Colleen Abdoulah
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Ray talked about an exciting viewing opportunity that is available to WOW! subscribers through the NBC Olympics website back in his January 29th post . The Olympics have so many events yet there are never enough hours in a day to watch it all. My favorite Winter Olympic sports are Figure Skating, Snowboarding and Speed Skating. I really try my best to be able to watch them but sometimes that isn’t the case such as this past weekend.
This past weekend I was very busy and it was one of those rare times that I forgot to set my DVR. I remembered that Ray had posted about how to view past events through the NBC Olympics website and decided to give it a shot. I went to the Video tab on the homepage and clicked on the “Live and Full Replays” tab. When I clicked on the tab, this is what I saw:
All I had to do was select my provider from the drop down box, which is WOW! You have to scroll to the end of the list to find us. After I did that, a pop up window asking me for my WOW! login information. Once I did that and it was confirmed, I had access to all the exclusive content.
Now that I am registered, I can go back and watch previous events such as the Women’s USA Hockey team who defeated China, 12-1 this morning. I saw some great highlights before heading out the door and definitely want to watch the entire game later on tonight.
In addition to being able to view prior events, I can also set alerts to remind me of live events that will be available through their website. The sports that are available on live stream are Hockey and Curling. I also like that I can bookmark that specific page so I don’t see the results ahead of time.
I think this is a great opportunity that our subscribers (Full Basic and Digital Cable customers) can take advantage of and am extremely happy that we can provide this type of experience.
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Today, one WOW! region is enjoying a build-your-own burrito breakfast complete with fruit, coffee cake and juices, compliments of the other regions. Why? We had a company-wide competition for our Just Ask program and the prize for the winning region was a hot breakfast – in this case a burrito breakfast for nearly 300 employees.
The Just Ask program is a customer growth incentive program whereby non-sales employees earn commissions for up selling a current customer or converting a non-WOW! customer and signing them up with WOW!. It’s a program employees participate in throughout the year and for some of our more persuasive employees it adds significantly to their annual income.
The Just Ask Program also is a demonstration of our core value ‘Accountability’ because we believe we are all responsible for continued customer growth. But the Just Ask competition is just one example of our planned team challenges.
We often set up friendly competitions to drive performance on key customer satisfaction metrics and the prizes vary – from cooked breakfast, to a paid afternoon off for the team to play laser tag or go to a sporting event, to an extra paid vacation day for really significant challenges. Usually these challenges take place within one location. It’s even more fun when the challenge is company-wide because the winning region has ‘bragging rights’ until another contest comes up.
The long term winners of our contests are the customers themselves. As we improve from challenges like on-time performance and first-time resolution of service issues, our customers’ satisfaction is enhanced. And THAT’S what earns us ten J.D. Power and Associates awards in five years and Consumer Reports’ recognition for being the best provider in the whole country of Internet, and Cable, and Phone services in 2009.
At WOW!, ‘fun at work’ is not an oxymoron and the end result is a better experience… for employees and customers alike.
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The WOW! Customer Home Page is your one-stop page for all your online needs. Besides easy access to your email and WOW! account management, you can also check the weather, your WOW! TV listings or even watch online video all from the WOW! Customer Home Page.
You can easily customize your page by selecting the add content button in the top right corner of the page. There are numerous categories to choose from like Business, Entertainment, News, and Sports. You can also choose what column to add the content too and the content can be dragged up or down within column so you can put your favorite information where you want it.
Checking email couldn’t be easier either. While logged in to your customer homepage you can see the 3 newest messages that are in your inbox and you can use the quick compose tab to send an email without opening the full email window. Do you need a break from email? Why not try the Games channel and try your hand at some mini golf or maybe a game of Bejeweled 2.
Still not convinced? Take a tour now to see for yourself here. So with all these nice features, why not try the WOW! Customer Hompage today?
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