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Ray@LR
[email protected]
7/28/2014 | 12:27:00 PM
Let's not forget customer support/experience
In terms of the triple play/broadband battle in general.... 

I think it's key to remember that the quality of customer support and service also comes into play -- it can be just as important a criterion whne deciding to stay/leave/join a service provider as broadband speed, TV channel choice etc

For example, there are some people, I'm sure, who will certainly think twice about signing up with Comcast after the recent high-profile customer service meltdown that went viral on social media....

What Can We Learn From Comcast's Customer Service Nightmare?

http://www.serviceprovideritreport.com/author.asp?section_id=3234&doc_id=563289

 

 
mendyk
mendyk
7/28/2014 | 3:24:38 PM
Re: Let's not forget customer support/experience
Quality of customer care would definitely be an issue if there were a discernible difference among providers. In general, that's not the case with telecom or video services. A happy customer tends to be one who hasn't had to deal with customer service for a while.
KBode
KBode
7/28/2014 | 6:20:29 PM
Caps?
"On the other hand, the Moody's report points out, "an eroding subscriber base for video also poses risks" for cable providers."

 

It makes one wonder if 2015 won't see a greater push toward usage caps as companies try to counter the potential lost TV revenues as broadband increasingly becomes more important?
mendyk
mendyk
7/29/2014 | 8:57:28 AM
Re: Caps?
Putting in restrictions on broadband use to preserve video revenues would be a bad move. Cable operators clearly understand their future is in providing broadband service. That's the asset that needs cultivating. Video services aren't going away, but they aren't the growth part of the business.


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