Affiliate Programs and Affiliate Reviews
So many customers were complaining about Charter Communications two years ago that the Better Business Bureau issued an extraordinary warning under this headline: “Customers doubt Charter’s commitment to service.” This week, the BBB unveiled a new grading system and gave Charter an “A.” But an A for what? Customer satisfaction? Not exactly.
So many customers were complaining about Charter Communications two years ago that the Better Business Bureau issued an extraordinary warning under this headline: “Customers doubt Charter’s commitment to service.” This week, the BBB unveiled a new grading system and gave Charter an “A.” But an A for what? Customer satisfaction? Not exactly.
As the economy is forcing companies to cut costs — or at least scaring them into doing so — one important aspect of business is being left behind in the panic: customer service. For the past few decades it has taken a backseat because of budget cuts, outsourcing, and the loss of talented staff. As companies go down to the bare minimums this coming year, sadly this trend might continue.
Memo to telecom service providers: “We never thanked you, but you did a great job offering us consolidated billing. It is hard to remember now, as for the last few years you have been so aggressive in promoting bundled services, but five years ago, this was a major pain point. Three bills for ISP, cable and telephone, and usually three different due dates as well.”
If there’s anything we’ve learned this year, it’s that nothing can be taken for granted. Any number of retail wild cards make it hard to give consumers a complete shopping strategy scoop. How can I tell you where to jab when retailers themselves don’t even know how they’ll bob and weave? Return policies are no different.
Are cable “bundle” customers changing channels to wireless telecom services? A recent study by the CFI Group, which focuses on measuring customer satisfaction and CRM issues, indicates they are. That is, if they can. Some can’t, either because the choice is unavailable, or they have signed the option away.
Cable company and customer satisfaction: The two terms are often considered antithetical. Through the years, these corporations have earned a reputation of being slow to respond to customer inquiries, inflexible and callous. Now as new competitors tread on their cash cow video services, will these providers change their ways, or will their rigidity cause them to lose business?
Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage. Some common steps can turn customer service into a strategic weapon that can be especially valuable during difficult economic periods.
The competitive environment that characterizes today’s broadband and value-added services landscape benefits the growth of many digital lifestyle products and services. Consumers are also primary beneficiaries of increased competition among carriers. When multiple service providers are directly competing in an area, the results tend to be 1) lower prices; 2) additional value-added offerings, and 3) improved customer support.
The Las Vegas company that mistakenly double-cashed more than 10,000 casino customer checks worth millions of dollars on Aug. 30 has struck again. This time, ATMs operated by lobal Cash Access deducted money from thousands of bank accounts — without dispensing any cash.
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