Cablevision Turns Up Customer Experience, Grows Brand Loyalty

Cablevision CXCablevision has embarked on a new strategic path to become the premier connectivity company in the New York market, according to its CEO James Dolan.

During the company’s Aug. 7 second-quarter earnings conference call, Dolan said the metric he is most enthusiastic about related to customer relationships.

“We gained 5,000 total customers, marking the first quarter of growth in more than two years,” Dolan explained, according to Seeking Alpha. “New technologies and consumer behaviors continue to challenge the big bundle. It’s clear that the dynamic with the customers is changing, which is why today the overall customer relationship number is more relevant to individual product metrics.”

As a leading service provider in the most sophisticated markets in the country, Dolan said Cablevision officials saw these trends coming.

“And that is why earlier this year, we were the first and only provider to introduce cord cutter packages,” he added. “We recognize that the traditional video bundle does not work for all consumers, so we are offering flexibility, choice, and new products to meet their evolving connectivity needs. We have been positioning the company to address this changing market for several years. Beginning in 2012, Cablevision embarked on a new strategic path to become the premier connectivity company in the New York market. We made substantial investments in technology, tools, and people to provide the best experience to our customers.”

What’s more, company officials are focused on the reliability and performance of the network.Cablevision Brand Loyalty

“As a result, we more than doubled our broadband capacity, optimized the density and quality of our Wi-Fi experience, enabled a more innovative product set with flexible service offerings, and improved our ability to monitor network performance and address issues proactively,” Dolan explained. “These investments have also made our operations more efficient. We have reduced trouble call truck rolls in half and customer calls by nearly 30% compared to the 2012 levels. This has led to lower cost and improved customer satisfaction.”

Cablevision competes on value, not solely on price, but, as Dolan said, by taking a more disciplined approach to promotional eligibility and customer credit policies.

“The changes in the way we do business have resulted in a stronger base of customers who are more satisfied,” he added. “That has helped decrease our voluntary competitive churn to a nearly six-year low in the second quarter. On the product side, we’ve continued to innovate with our over-the-top offerings and recent speed increase in our core data service. We have also changed the Cablevision employee experience by investing in the development of our people. As a result, we have created a performance-based culture throughout all levels of the company.”

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