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Cable Keynote: Treat high-paying customers better than low-paying
Posted 25 July 2007 - 02:59 PM
"Treat me differently! I deserve it!” Gary Loveman said to audience applause.
Full Multichannel News story: http://www.multichan...cleid=CA6462978
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.
Bravo, Bravo, Amen! A-men! Finaly someone gets it. As I've been saying this for a long time now.
Keep America Beautiful, Ban Verizon From Your Home!
Down With Verizon!
Posted 25 July 2007 - 03:15 PM
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.
-- My cat's breath smells like cat food.
Posted 25 July 2007 - 08:25 PM
My real treasures: 5 Grandchildren - S, D, M, M, C ; Now 5! Great-Grandtibbers - B, H, J, A, and M (Born 7/31/2011)