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Cable and phone companies and the customer experience
Aug 27, 2006
In any competitive market, in the long run, the company with the best customer experience wins.
Guess what's happening to phone and cable companies now that there's competition afoot.
From Learning to Love a Cable Guy - New York Times:
For years, service was an afterthought for these companies because customers had little choice but to get their phone and cable services from what were effectively monopolies. The litany of complaints is well known: long waits for repair visits, unresponsive call centers, high-priced and inflexible service plans. On customer satisfaction surveys, phone and cable companies often rank even below the airlines. But service has improved slowly as satellite providers, upstart phone carriers and cellphone companies have provided attractive alternatives.
Remember: the brand is the customer experience - not a collection of slogans and graphic design guidelines.
Also see: Study in Comcast branding
