Customer Engagement and Media
The community loves our free Community Help Desk. Many
of our members do not have kids at home and often need help
learning technology. The kids love the comradery of the group
and being able to help someone. They are learning soft skills,
and the adults get to learn about technology and not feel so
scared to try new things. We have many that come over and
over to learn more.
The kids who staff the Help Desk are volunteers, and they’re
getting invaluable experience at a broadband provider. Are
there other tangible rewards for their time and efforts?
The kids have united as a group and are also very willing to
help with our other volunteer events. Getting goodies and swag
like T-shirts isn’t the primary motivation for the teens. They really
seem to love engaging with people and solving problems. Sure,
they get free food or an occasional gift card, but there is something that stirs in them as they gain through this experience.
Even putting this on a resume at the end of the year isn’t the
primary thing I see students expressing as their motivation.
Julie, a volunteer in
the program who
now works with us,
said, “We get
treated as independent problem solvers.” She expressed
that there is a sense
of being responsible
to solve a problem
that her peers really
enjoy. They only ask
for help from a mentor if it’s really
needed. The junior Geeks love it
when they figure a complex
problem out. l
Tell us about the demographic breakdown of Endeavor’s cus-
Endeavor customers didn’t understand how to use their technology. Endeavor’s demographics skew toward an older population. Endeavor’s demographics are median age 35–40, 63%
some or finished high school, 13–16% college degree, median
household income of $38K–$53K. Of the total population, the
skew is even older, with 60% falling in the over-55-and-child-
less, mature-years segment.
Our ad campaign highlighted the problem Endeavor
Communications faced. A billboard with an elderly woman
looking perplexed and holding a phone broadcast the slogan,
“Can’t tell a gigabit from a megabutt?” I saw this problem and
launched a unique solution.
You started an outreach effort to high-school students, having
them staff a free community Help Desk. What’s the response
been like—from both the students and from your customers?
We started the Speed Geeks Apprentice Program last year at
the beginning of the school year. Limited marketing budgets
mean we have to stretch, and this seemed like the solution—
get teen volunteers, put them with customers with questions
and help them use the technology they have.
Which high-school year was your best?
I couldn’t wait until my freshman year. It was extremely fun because I was finally able
to play high school sports and I liked hanging out with the older crowd.
What was your first or best high-school job?
A small-town country store that served ice-cream became the coolest (pun intended)
experience as my first job. Scooping out scrumptious ice cream was a treat.
Where do your loyalties lie—with the Pacers or the Colts?
How old were you when you learned the lyrics to Gary, Indiana?
Never heard it until you asked. Sorry, but in my defense, I can sing the fight song from
both Purdue and Notre Dame. I will also never forget singing with Jim Nabors’ booming
voice belting out “back home again in Indiana” during the Indianapolis 500 in 2014.