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It’s no secret — reliable internet connection is a necessity. Whether you’re working remotely, unwinding after a long week with an all-day streaming marathon, competing in a massively online gaming session, or connecting with loved ones over a video call, seamless online experiences start with the right internet service. With so many options, it can be hard to know where to start or which provider to choose. Big-name internet companies have an edge when it comes to name recognition, flashy advertising, marketing, and products that promise all the bells and whistles. A regional provider will always be the right choice when it comes to getting a quality connection. Local Knowledge, Personalized Service. Unlike nationwide telecom giants, regional providers are part of the community. The staff aren’t just faceless people in a giant call center or towering high-rise. They likely live on the same streets, shop at the same stores, enjoy the same leisure activities, and know the same people as you. Meaning they understand the needs of the community and the frustrations you experience. Odds are pretty good that they’ve had those same challenges too. That local presence translates into a more personalized service delivery instead of being handed a “one-size-fits-all” solution for everything. Meaning you are treated like a person instead of an account number. You are also able to get support when you have questions without wading through a maze of self-help web pages or getting lost in automated phone trees. Support You Can Count On When your internet connection is on the fritz, the last thing you want, or need, is to feel like you’re getting the run around from so-called customer service. Unfortunately, that’s the reality that massive ISP customers have to deal with. Compare that with a regional provider with staff based in the area. Because there’s no massive infrastructure, expert-level service is readily available when you need help. And if a problem can’t be solved over the phone or via chat, field service teams can be dispatched within hours to solve the problem. Investing in Your Backyard National companies often spread their resources thin across a vast service area, which often leads to unpredictable service quality. It may seem like a good think that their network is connected to more locations. Though, it increases the likelihood that they’re oversubscribed and disconnected from the actual needs of customers on the ground. Local ISPs, on the other hand, have a greater incentive to invest in the community and a greater understanding of local demands and challenges. This incentive translates to tangible benefits that are passed on to the customers. Local ISPs are also more likely to be actively involved in the community. This may be through sponsorship opportunities, local business groups, and area economic and community development projects. Value Connection Doesn’t Come with Terms and Conditions All too frequently, what looks like a good deal on paper comes with an unpleasant surprise down the road. What are originally ultra-low-prices skyrocket, and usually without a warning. Nationwide carriers are notorious for “bait and switch” promotional deals to reel new customers in. It’s sneaky, sure, but there’s little pressure to change. Customers who leave are quickly replaced by new subscribers. Those sort of sleight of hand tricks aren’t employed by local providers who are hesitant to do anything to jeopardize the customer experience. Many customers turn to the “IT underdogs” because they’re sick and tired of dealing with yo-yoing monthly service bills. When it comes to earning and keeping the loyalty of people who want to feel like they’re getting a square deal, nothing goes farther than honest pricing and “what you see is what you get” transparency. By choosing a local ISP, you’re not just getting a high-speed internet connection. You’re also contributing to the well-being of your community. You are supporting local businesses, ensuring investments stay local, and receiving service from people who understand your neighborhood’s specific needs. We are always looking for opportunities to spread our network to more areas. However, one thing that we’ve operated on since day one is an unwavering commitment to doing what the telecom giants can’t — providing the communities where we live and work with the same level of attention and quality connection we’d expect to receive. That’s what the Empire Access advantage is all about.

It’s that time of year again, retail storefronts have transformed into hustling hubs of activity as shoppers hunt for the perfect holiday gifts to give their loved ones. That means no slow days for brick-and-mortar operations and e-commerce merchants from mid-November through the end of the year. Holiday retail soared to $936.3 billion according to the National Retail Federation. In addition, experts predict this year’s sales will eclipse that number by several percentage points. Stocked shelves and positive customer experiences are essential elements. Elements that can shape how successful this year can be for stores of all sizes. There’s one thing, though, that matters even more but doesn’t get the credit it deserves – reliable, high-speed internet access. The Bustle of e-Commerce Picture this: a cozy couch, a cup of hot cocoa, and your favorite device – the quintessential digital holiday shopping scene. Digital merchants have been prepping for this moment since mid-summer, optimizing their product descriptions, testing new online shopping experiences, and fine-tuning ad campaigns to compete for attention and convert browsers into buyers. Consumers love the experience of shopping from wherever they are for whatever they want. It is the convenience of not having to set foot in a physical location packed full of people. As the Q4 shopping season kicks into high gear, online retail infrastructure will have to hold up to the flood of users scrolling through digital racks, filling their carts and spending tens of thousands of dollars every second, putting immense pressure on the digital infrastructure. Therefore, handling that much activity requires connectivity that can keep up without collapsing. Don’t Forget About In-Person Experiences Physical storefronts are no match for the sheer volume of online shopping. However, that’s no excuse to overlook the economic activity they contribute, or the need for speedy and secure internet service. Dependable connectivity is the unsung hero of their operations. Supply chain coordination, vendor management, POS terminal operations, inventory tracking, marketing and promotional activity, customer service … without a reliable, high-speed internet connection, in-store operations would grind to a halt in mere seconds. It’s Okay to Speed In the whirlwind of holiday shopping, speed is the name of the game. Shoppers want websites to load in the blink of an eye. Brick-and-mortar stores want to keep every check-out interaction moving smoothly and swiftly. Thus, time is of the essence, and any lag — even for a few seconds — can turn merriment into meltdown. Fast internet is not just a luxury; it’s a lifeline for retailers looking to delight customers and outshine the competition during the peak shopping season. Quick internet speeds translate to a seamless shopping experience – speedy page loads, snappy checkouts, and happy customers. Network Downtime — A Ho-Ho-Holiday Nightmare No matter what they’re selling, their size, or their specialty, retailers have one fear in common this time of year — service outages. Whether it’s caused by technical glitches, cyber-attacks, or servers that don’t have the capacity to keep pace with wave after wave of customer traffic, any interruption in internet connectivity can turn holiday joy into a retail nightmare. Every moment spent struggling to get back online comes at the cost of losing out on potential sales and increasing customer frustration. Wrapped Up With Ribbons and Bows Holiday retail is driven by people, but a reliable internet connection is what makes every checkout possible. With the hustle and bustle of the shopping season well underway, few things are more important than reliable, fast connectivity. If your provider isn’t helping you get ahead, it’s time to find service that won’t hold you back. Empire Access can help you get the internet connection you need to keep your business up and running.

Meet Michelle Bourdette Delivering help where help is needed — that’s what customer service is all about. It’s also part of the job Michelle finds most rewarding. What about it is so fulfilling to her? Knowing she’s doing something that’s making a difference in the lives of customers. As of this October, Michelle has been part of the Empire Access team for 13 years. She’s seen us grow and worked with many customers along the way. When she first started, it wasn’t unusual to find something in common with the person on the other end of the line and use that to go deeper than a typical customer conversation. “I spoke to a lady once whose father lived in the 596 area, and she lived in downtown Gettysburg. I spend a lot of time there, and as it turned out, I knew exactly where she was located! She seemed excited to talk to someone else who knew the town as much as she did!” Today, the calls come in from a wider area than they did before, but that hasn’t stood in the way of the care and dedication Michelle delivers to every person she talks to. She even has a few regulars that have become more like acquaintances than customers throughout their interactions — if their calls aren’t sent to her directly, they’ll ask for her by name. Good service leads to good relationships, and Michelle is a great example of what the “Empire Experience” is all about. Whether it’s sorting out a billing issue or walking a customer through the process of resetting the connection on their TV, she goes to great lengths to deliver the sort of care and attention that people expect from their friends and neighbors. That spirit is exactly why we’re proud to have Michelle on our team.