Time Warner Cable recently completed the rollout of its “TWC Maxx” program in Los Angeles and New York City intended to significantly enhance the customer experience. Key enhancements now available to more than seven million households in these areas include Internet speeds up to six times faster than before, an advanced TV experience featuring Enhanced DVR with more storage and recording capabilities, video improvements including more On Demand choices and an all-digital lineup, plus a rock-solid network to ensure optimum performance and reliability.
Judy Barbao, Sr. Director of Public Relations for Time Warner Cable, told Loyalty360 that customer loyalty occurs when customers continue subscribing to TWC services that deliver great experiences.
“We continue to work hard to meet their expectations and have added many services and benefits over the past several years to improve the customer experience,” Barbao told Loyalty360. “Recent initiatives include TWC Maxx, a larger Video On Demand library, TWC WiFi hotspots, our TWC TV app, one hour appointment windows, movers concierge, and faster Internet speeds.”
TWC plans to reinvent the TWC customer experience market by market.
“TWC Maxx was created by our desire to enhance customer satisfaction, set ourselves up with a robust platform in which to grow and innovate, and position us better for the long term against our competition,” Barbao explained. “Customer feedback was an important factor to consider with this project, and we are already seeing customer satisfaction improve in markets where we have implemented TWC Maxx.”
TWC Maxx focuses on three major components to enhance the customer experience: Faster internet speeds, a transformation to an all-digital video experience, and rock solid network reliability.
“TWC Maxx is a three-year project for the company and our goal is to upgrade every TWC market by the end of 2016,” Barbao said.
Customer experience is truly special to TWC.
“Our mission is to connect customers to what matters to them most, whether it be family, their favorite websites, or their favorite TV programs,” Barbao said. “CEO Rob Marcus is focused on building a customer-centric culture at TWC, and this means we put our customer first. TWC Maxx is a perfect example of how we are working to improve their experience with our products and services. Whether our customer is at home or at 
the office, our mission is to ensure they have a seamless and enjoyable experience.”
The service transformation was announced by TWC in January 2014 as a commitment to reinvent the TWC experience market by market, beginning in Los Angeles and New York City. The enhancements have been rolled out in stages by area as TWC completed a top-to-bottom network evaluation and upgrades to support the advanced services.
The key components of TWC’s new customer experience are:
New Internet Experience for Residential & Business Customers
The Internet transformation includes speed increases on TWC residential Internet plans at no additional cost, with customers experiencing increases up to six times faster, depending on their current level of speed. For example, customers who subscribe to Standard Service, formerly up to 15 Mbps, will now receive up to 50 Mbps, customers who subscribe to Extreme, formerly up to 30 Mbps, will now receive up to 200 Mbps, and customers who subscribe to the Ultimate plan, formerly up to 100 Mbps, will receive up to 300 Mbps, at no extra charge. TWC is contacting customers about how they can exchange their modem for a DOCSIS 3.0 modem to enjoy the full benefits of these speed increases.
For business customers in completed TWC Maxx markets, Time Warner Cable Business Services will offer speed tiers of 100 x 10, 200 x 20 and 300 x 20 as new options in its Wideband portfolio, complementing the existing tiers of Internet services. TWC Business Services also offers a symmetrical fiber-based Internet service that delivers speeds of up to 10 x 10 gigabits per second for business customers.
New TV Experience
The advanced TV experience includes Enhanced DVR, which lets customers simultaneously record up to six different programs at once, and provides the ability to save 150 hours of high-definition (HD) programming on its 1-terabyte (1,000 gigabytes) hard drive, which is twice the storage of the largest prior model. Customers will also have access to an all-digital lineup and an expanded On Demand library that has reached 19,000 titles and growing.