Time Warner Cable Business Class hopes its new PerkZone initiative announced today will enhance small business customer loyalty and boost their customer satisfaction scores, said Phillip Brenner, director of customer experience for TWCBC, in an interview.
“It’s about extending to our customers something beyond the telecom solutions we provide,” said Brenner.
PerkZone is a section of the TWCBC web page that offers two types of benefits for TWCBC customers. The customers can get deals and discounts on products and services from companies such as Bing, Twitter, Office Max, Lenovo and ZipCar. Additionally customers can access curated and original content offering advice on how small businesses can use technology to improve their business and can exchange ideas with other small businesses.
Brenner shared a sample original blog post that described how a financial planner was able to position himself as a thought leader and generate leads by contributing columns to The Huffington Post and by writing an e-book about IRA rollovers that he made available through his website. PerkZone curated content touches on topics such as bring-your-own-device and lead generation through social media.
TWCBC uses two outside vendors to support PerkZone, Brenner said. One administers the discount program. The other provides a community and social media platform.
Companies like ZipCar and Lenovo were open to working with TWCBC because the service provider has more than 600,000 small business customers, said Brenner. TWCBC doesn’t make any money on the purchases that customers make through PerkZone, he said.
Instead, he said, “We believe [small business customers] who use PerkZone will have a higher level of engagement.”
