Matt Clayton from MStar gave this presentation on Considering the Business: Successful Marketing at Blandin Foundations Annual Broadband Conference 2007.

1. Mstar Our mission is to become the leading provider of converged IP services

7. Speed Comparison Fiber-optic Technology in Perspective Mathematically correct comparison of dial-up and DSL/Cable

8. Fiber-optic Technology in Perspective Dial-up and DSL compared to 100 Mbps and 1 Gig connections

10. Basic requirement for creating a converged IP experience

11. Stages leading up to a converged IP experience Stage 1: Bundling Bundling: Different infrastructures, different, formats, different companies Example: Qwest with Direct TV

12. Stages leading up to a converged IP experience Stage 2: Single Company Bundle Examples: Comcast, Cox, Other MSO’s

13. What is a converged IP experience? All communication services are delivered over one infrastructure, one protocol, one bill

20. Components that go in to providing retail services Customer Experience Technology & Licenses Brand Sales & Marketing Products & Services Legal Finance Personnel & Culture Operations (Network & Internal)

21. The customer experience defines what our brand means Technology & Licenses Brand Sales & Marketing Products & Services Legal Finance Personnel Operations (Network & Internal)

25. Customer Relations

26. Support Decision Tree Support tools we have created Following are screen shots of the support decision tree. The support decision tree allows customer service reps to query for answers to problems and obtain information from either a database or a knowledge base. The information is continually updated.

27. Support Knowledge Base Support tools we have created The knowledge base provides information for support reps to disseminate solutions to our customers Following are screen shots of the knowledge base

29. Measurement & Tracking Tools Reducing response time to unresolved customer issues (open tickets)

33. Going beyond customer satisfaction Awareness Consideration Preference Purchase Loyalty Introduction First Date Engagement Courtship Marriage

41. Direct mail

42. Memorable and Persuasive Direct Response

43. Seasonal Offers and Upgrades

44. Seasonal Ads

46. Community Involvement

47. Installer Vehicle Wraps

48. Local Community Relations

52. Mstar The country’s leading provider of converged IP services delivered over fiber-to-the-premise (FTTP) networks