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Guest Message by DevFuse


Cable Keynote: Treat high-paying customers better than low-paying

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3 replies to this topic

#1 OFFLINE   FTA Michael

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Posted 25 July 2007 - 02:59 PM

At the CTAM (Cable & Telecommunications Association for Marketing) Summit, the CEO of Harrah's said in his keynote address that cable operators should treat people like him, a $230/month(!) customer, better than they treat basic-cable customers.

"Treat me differently! I deserve it!” Gary Loveman said to audience applause.

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#2 OFFLINE   Steve Mehs

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Posted 25 July 2007 - 03:03 PM

the CEO of Harrah's said in his keynote address that cable operators should treat people like him, a $230/month(!) customer, better than they treat basic-cable customers.

:up: :up: Bravo, Bravo, Amen! A-men! Finaly someone gets it. As I've been saying this for a long time now.
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#3 OFFLINE   Stewart Vernon

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Posted 25 July 2007 - 03:15 PM

The problem, of course, with this in actual practice... is that the high-paying customers are much fewer than the low-paying customers... so while losing a high-paying customer hurts... losing a whole lot of low-paying customers could be much worse.

In my eyes, all customers should be treated as equally as possible. By that I mean, there should be a basic level of customer service that applies to all customers. Any preferrential treatment beyond that should only apply as makes sense. A person with a DVR, for instance, receives a different level of technical support than a person without a DVR because the technology is different and requires some different expertise. I would also be ok with long-term customers getting some perks that a brand new customer may not get at first.

But simply because a person pays more each month shouldn't entitle that person to better customer service. If they pay for a higher tier of service then we are in a different territory, since some maintenance plans provide for a customer to pay for a higher than basic level of support.

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#4 OFFLINE   Tom Robertson

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Posted 25 July 2007 - 08:25 PM

For starters, treat all good customers well. (The customers that cost more money than they bring in, dump.) Then one can be free to treat great customers a bit better.


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