Customer journey has never been so dynamic in today’s world. The digital experience has transformed the customer psyche and the definition of key to success has flipped upside down. The advent of social media and real-time interactive feedback allows every customer to build and maintain relationship with the organizations today. However, the businesses are failing in capturing the pulse of the customer due to priority mismatch. The companies are focusing on increasing social care teams, consolidating with peripheral businesses to upscale the offerings to acquire more customers etc. However, to retain these customers it is equally essential for the business to address the most important issue at hand- customer experience.
Through this paper, we examine the customer experience in the cable industry. Cable industry has seen mass consolidation and is subjected to a few dominant players. Now the technology is changing the status quo. To survive in the long run, the cable companies need to do two major changes- adapt to technological advances and provide great customer experiences. Through these measures they can achieve multifold long term benefits namely- revenue, profits, customer trust, loyalty and improved NPS and CSAT scores.
