Post on 26-Dec-2015
Wireline Voice TrendsDrivers of Change
1.Choices– Competition – LNP
2.Price– Bundling
3.Wireless Replacement– Expanded coverage– Clarity? – Economic choices– 1985 = 340,000 cell phone subscribers in the U.S.– 2009 = 290,000,000 cell phone subscribers in the U.S.
4.VOIP– IP Calling Platform
Wireline Voice Trends
AT&T– Lost 990,000 primary phone lines in 3Q08– Access Line loss was 10.9% year over year
Verizon– Lost 2.9M residential access lines in 3Q08– Total access line loss was over 9.0%
Source: Telephony on-line 4/28/08
Wireline Data Trends
• Quality and Capacity
•Pushing FTTH & FTTC
•Higher Speed Data
•Mining for Copper
Broadband Trends
• 75% AT&T’s U-verse TV subscribes have a triple or quad play option
• AT&T IP data revenue grew 7.3%
• IPTV dependent on a broadband IP connection to deliver their full experience
• Data revenue is replacing wireline voice revenueSource: www.lightreading.com
Rural Broadband Trends
• Rural Markets experienced a 16% point increase in broadband penetration from Q207 to 2Q09 = Fastest growing geographic market in the nation
• Rural broadband usage = 75% vs. the national average of 89%
• Stimulus Program = $7.2 billion for rural broadband expansion
Source: www.internetworldstats.com
Broadband Trends
Providers Total 2Q09 New Subs 2Q09 Change %Cable companies 38,005,172 249,471 0.66%Telephone companies 31,897,117 384,488 1.22%Total Broadband 69,902,289 633,959 0.92%
Internet Broadband Subscribers in USASubscriber Statistics - June 30, 2009
Source: Leichtman Research Group, Inc., June 30, 2009
YEAR POPULATION USERS % POP.2000 281,421,906 124,000,000 44.1%2001 285,317,559 142,823,008 50.0%2002 288,368,698 167,196,688 58.0%2003 290,809,777 172,250,000 59.2%2004 293,271,500 201,661,159 68.8%2005 299,093,237 203,824,428 68.1%2007 301,967,681 212,080,135 70.2%2008 303,824,646 220,141,969 72.5%2009 307,212,123 227,719,000 74.1%
Source: Nielsen Online
Internet Usage & Population Growth
Twice theGrowth
Broadband Trends
Internet Global Sites
USERS Y/Y Growth Comments
445 Million 35%
390 Million 153%
55 Million 1171%
#2 site in global minutes, #2 global search engine
#1 site in global minutes, 6 billion minutes spent on Facebook each day
Real-time micro-0broadcasting, 5K tweets per second
Customer Experience
• A typical dissatisfied customer will tell 6-10 people about the problem. A typical satisfied customer will tell 1-2 people.
• It costs 6 times more to attract a new customer than it does to keep an old one.
• Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.
• About 7 of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
• If you resolve a complaint on the spot, 95% of customers will do business with you again.
Customer Experience
• Customer Service– Customer Service is an organizational function – Customer Service is an important component of the
customer experience
• Customer Experience– The perception that customers have of their
interactions – Competitive pricing, fast delivery, local
presence, reliable