Delivering a Superior Holiday CX to Our Retail Customers So They Can Do the Same for Their Customers

by Rick Hausman
November 22, 2017

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:

  • Wed., Nov. 22 – Mon., Nov. 27
  • Wed., Dec. 20 – Mon, Jan. 1, 2018

Legacy EarthLink network:

  • Mon., Nov. 20 – Wed., Jan. 10, 2018

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.