Before Content, Before Whizbang Tech, It’s All About The Service

The greatest content in the universe can’t overcome bad customer service. Service has been a sticky wicket for cable and telecoms since I can remember but the Washington Post says problems are exacerbated today by the push into new technology. “Technologies and promotional deals are changing faster than billing, technical or administrative systems can accommodate, customer service experts say, and in a growing industry, the focus tends to be on gaining new customers rather than satisfying old ones.” I know lots of good people who have put considerable time and energy into these issues over the years but few companies have managed to expand offerings and improve customer service at the same time.

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