This document discusses Rogers, a Canadian telecommunications company with wireless, cable, and media assets. It summarizes Rogers' performance across these divisions from 2006-2009, noting its leading market positions. The document then states Rogers has an unmatched quad-play platform in North America. Finally, it addresses the concept of "inbound marketing" and potential future directions, such as using customer data and social networks to enhance relationships.

1. Inbound Marketing Derek Pollitt Director, Campaign Management and Customer Insight

2. About RogersAnd the Telecom Industry

4. Only national carrier on both GSM and HSPA platforms.

5. Leader in wireless data, churn & ARPU metrics

6. Moving from 7Mbps to 21Mbps HSPA across

8. Top quartile N.A. penetration in Internet, home phone & digital

9. 96% 860/750MHz, clustered plant with 99% telephony availability

10. Local & long-haul fibre networks with +17K business customers

12. Sportsnet regional TV networks across Canada

13. 54 radio stations & 70 magazine & trade publications

14. The Shopping Channel national televised shopping network

15. Toronto Blue Jays & Rogers Centre event venue$1.50 $1.40 $1.32 $0.18 $1.21 $0.16 $0.14 $0.12 Operating Profit $B Revenue $B 2006 2006 2007 2008 2009 2007 2008 2009 Powerful combination of growing communications & media assets generating operating profits over $4B Data from 2009 Financial Results

16. 4 Unmatched Platform in North America National Wireless Market Share National Cable Market Share Uniquely positioned as only company in North America with full ownership of “quad play” under an integrated platform Rogers’ Canadian market presence would be similar to combination of Comcast & Verizon Wireless Leveraging unique market positioning & valuable asset platform

17. 5 What’s Next? Next is Now

18. Inboundthought provoking ideas

19. We’ve lost control Bad News Customers now own the relationship with you! They are too busy multi-tasking to hear your marketing. Your marketing is ineffective against the power of easily forged peer relationships (facebook, etc) Good News Inbound marketing can help! But it is getting mature – what’s “Next” 7

20. What we know about inbound Technology Data needs to be near real-time 24/7 Multi channel (and new channels – iphone / social apps) Empower Marketing – must be “IT light” Process Process needs to be designed with the tools in mind. Processes / metrics need to change People The number one point of failure The most difficult thing to change 8

21. Take Inbound beyond simple inboundCool ideas that add power to your inbound tool Customer not quite ready to commit? “Interested” response Process Customer provided Information (CPI) Benefits for free – an incredible loyalty builder Structure your organization to maximize effectiveness Metrics, ah metrics and Incentives too Retention, not just retaining customers Outbound! 9

22. Customer Dashboard - Offers 10

23. Performance Reports 11

24. 12 Social Network – the real one

25. Inbound bentThings that don’t easily work Key word Search (Offer Search) Chocolate Bar v. Milk…what to data mine? Offer History Multi channel…yes, I said it was needed. 13

26. Customer Offers History 14

27. If “Next is Now”…what’s Next? Technology will outpace where we are. “Don’t skate to where the Puck is, Skate to where it is going to be” Customers don’t care about you, but they care what their “friends and family” think… Data analysis, in every aspect, is going to continue to have breakthroughs as technical ability grows. Think Big, Start Small….Deliver value quickly 15

28. Questions?Or other ideas? 16

29. Customer Dashboard – Captured date hover 17

30. Customer Dashboard – Offer Details 18

31. 2010 Agent Extension Target Analysis Agent Extension Target Report : Measure percentage of agents meeting extension target each month. RESULTS Overall increase in number of agents meeting offer extension target. 80% - 100% Retention/Loyalty agents meeting the extension target. 3.8% increase expected next month

32. Customer Dashboard – Search offers 20