Presented by:!Derrick Taylor!

Laura Foti!Raisa Navallo!

Shellaina Ronsonhttp://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http%3A%2F%2Fthedesk.matthewkeys.net%2F2014%2F04%2Fsiriusxm-­‐today-­‐show-­‐nbc%2F&ei=31mIVPOtI8WxyASWtIHgBw&bvm=bv.81456516,d.aWw&psig=AFQjCNH-­‐R8CwchMdBnthKGyYJ8Bd-­‐bdatA&ust=1418307976051098  

Welcome to the Team Serious Presentation of SiriusXM Radio. (Introductions)...

Executive Summary

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Company Overview !Sirius XM Radio, Commercial-free music form every genre, live sports, News & Talk, Entertainment, weather, and comedy 24/7 everywhere with access, car, home, office on your computer, Smartphone and tablet. Sirius XM is the largest radio broadcaster measured by revenue and has 26.7 million subscribers. (siriusxm.com)

Challenges

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Cancelation Fees

Jump in RatesBad

Service

No Online Cancellation

Challenges/Problems the organization is facing – The current problem is that customers are being charged for services after they have cancelled their subscription, complaining about the services, or seeing their rates unexpectedly jump. Customers are not able to cancel their subscriptions online.

Solution

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?Click to Cancel

Customer Survey

We are addressing our current cancellation process with the help of our IT/website Team we will be implementing our “Click to Cancel” option on our website. This will allow subscribers to cancel their memberships online. Currently our subscribers have to call Customer Care to cancel. We will also be creating a survey on the site to get feedback form the subscriber on why they are canceling their membership. With this feedback we will be able to track customers issues with our services and make changes as we see fit. This will ensure we are taking steps to address the issues and keep our Sirius XM at the highest of standards

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Strategy Formulation

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Customer Improvement

Survey

Create a Cancellation Survey and get feedback from customers on reasons they cancelled membership. !With tracking tools from the survey we can make improvements

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Customers Come First

24 Hour Customer Care !

Enhance website to Cancel Subscriptions “Click to Cancel” option

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Cancel

Hit the button!

Year 1-Better Services Year 2-Invest in operational and organizational team Year 3-To provide a wider range of services using social media

Timeline Dec, 2014

!Create Survey

!Hire Customer Service Reps

!Involvement w/IT & Website Staff

Jan, 2015 !

Email current subscribers !

Post on Sirius XM Website

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We will have a 24-hour number for cancellation (if they choose to cancel their account) !Propose to the company to update the website for customers so they may cancel their account. !Dec 2014 – Email current subscribers, post on Sirius XM Website on the following new services, and program. !Jan 2015 - Email current subscribers, post on Sirius XM Website on the following new services, and program and include a survey for the subscriber to complete.

Timeline

Feb, 2015 !

Track feedback from subscriber on survey !

Modify any issues with the website survey

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Track feedback form subscriber on survey Address and fix any issues with the website survey

Sample Survey!!1. How Long had you been using the subscription service? a) Less than a month b) 1-6 months c) 1-3 years !4. How often did you use the subscriptions service? a) Daily b) Once a week c) 2 to 3 times a week d) Once a month !5. Overall, how satisfied were you with the subscription service? a) Very Satisfied b) Satisfied c) Neutral d) Unsatisfied e) Very Unsatisfied !6. What was the primary reason for canceling your subscription service? a) No longer needed it b) It didn't meet my needs c) Found an alternative d) Quality was less then expected e) Customer service was less than expected f) price !8. Would you use the service in the future? a) Definitely b) Probably c) Not Sure d) Definitely not !5. Would you recommend our service to colleagues? a) Definitely b) Probably c) Not Sure d) Definitely not !5. What could we do to improve our subscription service? !

Budget & Projections

Sirius XM Revenue Increases 10% to a record $1.1 Billion

Net Income of $136 Million, up 17%

2014 2015 2016 2017

Projections - Revenue will increase 10% each year !To hire a programmer to upload our survey onto company website. Content Manager Web Salaries- Web may vary depending on a number of factors including industry, company size, location, years of experience and level of education. Web in the United States. Median Range $87,619 annually !http://www1.salary.com/Content-Manager-Web-Salary.html !!

Budget & Projections

Current                          XM  Select       XM  All  Access          XMMost  Music            

                           140+  Channels  150+  Channels          80+  Channels                          

Monthly  Price    $14.99                                    $18.99                              $9.99  

Annual  Price      $164.89                    $199.00            $119.88                

Internet  Listening*  N/A                    Included                    Add  $4.00  month            (PC,  Mac,  Portable  Device,  Smartphone)  

Current Membership fees

Outcome

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Happy Subscribers

New Subscribers

Increase of Sales Revenue

Betterment of Reputation

Implementing “Click to Cancel” – The solution that SiriusXM is looking at is the revision of the cancellation process. Currently, customers have to call customer care to cancel subscriptions. With the implementation, they will be able to cancel online with the “Click to Cancel” feature. !¥ We will have a 24-hour number for cancellation (if they choose to cancel their account) ¥ Propose to the company to update the website for customers so they may cancel their account. !We will notify our current members by Email, Mail, and on our website. Dealership customer contract with Sirius XM will include the date in which the trial period is over and all fees that may be incurred.