what is an cable tech guy?

Customers are cablecos' core assets and provide key leverage for growth. But the industry has rarely been able to fully realize this potential. In the future, it is unlikely to maintain its current momentum unless it learns to interact with customers in a fundamentally different way.

 

Although cablecos has improved its customer satisfaction metrics in recent years, it still ranks consistently among the least popular companies in consumer surveys. Cable customers, especially younger ones, demand the same kind of seamless digital experiences they have come to expect from financial institutions, streaming services, and all kinds of online merchants.

 

Consumers used to digital services with precise delivery times have little patience for cableco's six-hour window for a home visit; typically, less than 30% of customers can get an appointment the same day. Billing errors are another consumer pain point, with about 10% of the base calling each month for such issues. Finally, true end-to-end self-service is even more the exception than the rule. Less than half of customers who attempt automatic installation succeed without having to call customer support for help.

cable tech

Enabling a digital-first customer experience means integrating digital into all aspects of the organization, from back office and customer service to omnichannel sales and seamless self-installation. This will help address customer irritants, improve retention, and unlock growth opportunities to deliver new products and services, including personalization and targeted advertising, to a more loyal customer base. Becoming a digital-first business will be critical to making the transition from a family-centered organization to a customer-centered organization.

 

In our experience, the top executives in the cable industry understand and support the "all digital" case. Too often, however, the execution crashes. Digital goals rarely connect clearly to financial metrics, subscriber metrics, incentives, and budgets. Additionally, only relatively small parts of an organization (typically, IT) quickly adopt an agile operating model, leaving many front-end and back-end teams still following a more traditional, slow, and hierarchical model. Finally, legacy back-end IT systems often act as constraints, a problem that can be overcome in part by embracing a microservices strategy and layered architecture with APIs.