Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Store ChannelJason TaylorDM, OP01February 26, 2014
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2
Retail OP01 Highlights
Grow CustomersPostpaid Net Adds
Grow RevenueTMP
Grow ProfitabilityReturn Rate
1169 YTD (4%) Y/Y
Financial Performance and KPIs
1.44 LNPSave Tool Utilization
1192Churn0.85%
Hit Rate12.3%
Highlights/OpportunitiesRetail Highlights• Coaching to smart• New hire training• Business Channel Partnership
Retail Opportunities• Focus on right ratios• Selling to the entire account• Leveraging all tools for rev
Metric YTD Actual Var.
B/(W) Y/Y %
Postpaid Gross Adds 4666 (468) -9%
Postpaid Disconnects 3497 (361) -9%
Postpaid Churn % 0.85% (0.14%) -14%
Upgrades 8157 511 7%
Hit Rate 12.60% (0.40%) -3%
Basic to SP % 75% (11%) -12%
Manual Discounting $ 0.84 $ (0.46) -35%
Return Rate 3% (0.83%) -19%
ARD 81.32 $ 18.19 29%
Internet Adds 1312 182 16%
919 Tablets
30% 1815 TMP 3% 119% Y/Y
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3
Tablets
InternetExcl Tablets
HPC/HF
Highlights/Opportunities
R2B
894
1,800
990 Q1 '13
Q1 '14 Fcst
Q1 Bdgt
1,172
650 618
Q1 '13
Q1 '14 Fcst
Q1 Bdgt
Gross Adds
Gross Adds
Gross Adds
455
300
394Q1 '13Q1 '14Q1 Bdgt
New Categories
OP01 New Category Growth
Retail Highlights• Tablets for everyone• Funnel management
Retail Opportunities• Referral to install• Own the home
Nov '13 Dec '13 Jan Feb Mar Fcst
298 247 296 220
384
R2B adds 100 Leads Passed Since OCT
TWC INSTALLS
194
300
2013 Q1
2014 Q1RGUs
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4
Share Everything Data Driver (GB)
Highlights/OpportunitiesRGF Units
ARD ($)
Retail Highlights
• Commission training
• New Hire training
Retail Opportunities
• Focus on People
• Close the Gap
OP01 Grow and Diversify Revenue
Jan Feb Mar Fcst
4.26 3.99 4.50
Jan Feb Q1 Fcst Q1 Budget
$85.80 $76.75 $87.00 $103.00
Jan Feb Mar Fcst
160 600 800
1,470
2,500 2,500
2 50 200
ISIS TMP VZ Cloud
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5
Edge (%)
Highlights/OpportunitiesNTF (%)
Trade-in (%)
OP01 Drive Profitability Higher
Jan Feb Mar Target
15 1425 2527
34
60 60
24 29
55 55
GA Take UPG Take Total
Nov Dec Jan Feb Target
16.4 16.7 18.7 19.4 15.0
Jan Feb Mar Fcst Target
46 49 5540
Trade In %
Consider ProductivityRetail Highlights• Leverage Recycle
• Service to sales
Retail Opportunities• Troubleshooting
• WAA execution
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6
Save Tool Utilization
Highlights/OpportunitiesWAA (%)
NPS
OP01 Transform CLIENT Experience
Retail Highlights
• We won’t lose one
• Smart coaching
• Smart Rewards
Retail Opportunities
• Resource Management
• Every customer, every time (WAA)
Q1 '13 Q2 Q3 Q4 Jan '14 Feb Q1 Fcst
0%
20%
40%
60%
80%
100%
WO WEB SRP
Oct Nov Dec Jan Feb Target
29.10 35.00 36.60 39.00 47.30
75.00
Jan Feb Mar
610 1,100 1,300
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7
OP01 Turnover
• 2013 Annualized Turnover : 29.6%
• Top Term Reasons• Dissatisfied with Pay/Benefits - 15%• Career Change - 12%• Dissatisfied with Hours - 12%
Stats & Reasons for Turnover Turnover OHPA DM Stacked Rankings
• MIT/Career development
• Roundtables
• Employee surveys
• Recruiting
• Consistent recognition
Opportunities & Initiatives
DM TO%Sutto,Cynthia K. 12.0%Lattimore,Travis 18.1%Reed,Matthew D 19.8%Landon,Travis 28.5%Newbery,Jen 28.5%Taylor,Jason C 29.6%Stone,Brian R 32.2%OP03 39.8%
2011 2012 201310%
15%
20%
25%
30%
35%
40%
YTD ANNUALIZED Goal
Y/Y Retail Turn Over
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8
Q1 2014
% to PriorForecast Budget Var. Budget Year
Growth Retail Gross Adds 8800 8500 300 103% 8514
Retail Disconnects5250
5400 (150) 97% 6170Retail Net Adds 3550 3100 450 114% 2073
Upgrades 12500 12300 200 101% 12309Retail Postpaid Churn % 0.85% 0.73% (0.8%) 84% 0.93%R2B Gross Adds 900 1320 (420) 68% 868
ProductivityGA per FTE 20 19 1 101% 22GA/UP per FTE 50 46 4 110% 58
OP01 Forecast