Why Everyone Hates Cable Companies, According To Comcast Corporation (CMCSA) CEO Brian Roberts
At a time when focus was on streaming video-on-demand service, Comcast Corporation (NASDAQ:CMCSA) CEO, Brian Roberts, is focusing on its set-top box and the X1. The cable industry has been witnessing subscribers’ losses in the last few quarters as they were migrating to streaming services, which is generating a lot of attention currently. He explained the reasons behind the people’s hate towards cable companies
Customer Service Should Be Part Of Culture
Comcast Corporation (NASDAQ:CMCSA)’s Roberts admits that the complaints start with a lack of customer service, which should be part of their culture. There was also the charge that the cable industry adopts a culture that was to beat everyone with their business. Also, there was criticism that its X1, considered to be a fantastic product, was launched five years after it made its entry. Alternatively, five years out of date model is pushed to its subscribers.
Roberts said that he did hear a lot of commentary about these things while considering the Time Warner Cable Inc (NYSE:TWC) acquisition. However, he said that the company has cultivated the habit of proving the charges wrong. At the same time, he was ready to accept the fact that everyone needed proper training on customer service. He also said that improving service dominated the proceedings of budget meetings and not the addition of subscribers or the growth of cash flow.
Entry In To Wireless Business
As far as entry into wireless business is concerned, Comcast Corporation (NASDAQ:CMCSA) CEO remembered what the late Steve Jobs told him. He said that Jobs failed to understand why the company did not put its Wi-Fi in each set-top box. Roberts then took up the Wi-Fi with the technology folks. That resulted in joining the entertainment content.
Comcast Corporation (NASDAQ:CMCSA) is now looking at its alliance with Verizon Communications Inc. (NYSE:VZ), as well as, Sprint Corp (NYSE:S) for its wireless entry. Roberts said that the company would experiment with its Wi-Fi since it enjoys the right to the wholesale the network. That is clear indication that it would enter the Wireless business anytime.
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