The National Retail Federation expects record breaking holiday-season retail sales with an increase of 3.6 to 4% this year – totaling $678.8B to $682B – up from $655.8B last year. That includes a projected 164M shoppers making purchases on Thanksgiving weekend alone!
With so many critical selling days from Black Friday to New Year’s Day, and with so much riding on success during this short window of time, retailers need to count on their network more than ever before to support their delivery of a superior digitally driven retail customer experience.
Declaring a moratorium on maintenance for maximum retail uptime
To maximize the performance and reliability of our network and all the innovative retail technology it supports – point of sale systems, CRM, customer communications and support, inventory and order management, customer loyalty and WiFi, real time analytics, and more – Windstream will be implementing a moratorium on all network upgrades – on both our heritage Windstream and legacy EarthLink networks/customers – to avoid service interruptions on the busiest shopping days. We’re referring to it as Operation Cash Register, and it will be in place as follows:
Heritage Windstream network:
Legacy EarthLink network:
And since retail runs in our veins just as it does for our retail customers, it’s a pledge we’ll continue in years to come. For the 2018-19 season, we plan to implement a uniform extended window for both networks/customers.
In addition to making sure we do everything possible to maximize uptime and eliminate any possible delay, Operation Cash Register also includes our pledge to deliver exceptional network and customer support during the entire peak season, providing a great CX for all. This means guaranteed network performance, 24/7 repair specialists and managed network and internet services support, and expedited issue resolution.
Winning back customers with a superior in-store digital CX
The coming year presents retail stores with an opportunity to reassert their leadership in an environment that has in recent years lent favor to more agile online only brands. By leveraging the power of the network, and a host of innovative cloud-based technologies and digital innovations to enhance in-store experience, retailers have a unique opportunity to turn the tables on their ecommerce rivals. And to wow their customers in-store by delivering an experience that online only retailers can’t touch. Literally.
As always we welcome input from our customers on how we can improve any aspect of our service to make the holidays a major success for everyone. Feel free to reach out to your Windstream representative, or if you have any questions, please contact Customer Service at 1-800-347-1991.
Rick Hausman is EVP of customer operations for Windstream's Cloud & Connectivity business unit. He is responsible for service delivery and assurance, customer care, field operations, network deployment and operations support for the Enterprise, Mid-Market/Commercial, Channel and Wholesale customer segments. He joined Windstream in 2014 and was previously SVP of Enterprise Operations. Hausman has 18 years' experience in the industry, including 4 years with Clearwire as VP of Operations and Account Management for the WHLS division. He also held a variety of leadership positions in Customer, Sales, and Marketing Operations at Sprint and Nextel. Hausman also served as a captain in the US Army and holds a BS in civil engineering from the United States Military Academy at West Point.