Self-Care is Still Customer Care: Time Warner Cable's On-Line Customer Acquisition and Care Strategy

Self-Care is Still Customer Care: Time Warner Cable's On-Line Customer Acquisition and Care Strategy

RELEASE DATE
15-Nov-2008
REGION
North America
Research Code: D563-00-7B-00-00
SKU: TE02692-AF-MR_14322
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$2,450.00

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SKU
TE02692-AF-MR_14322

$2,450.00

$1,837.50save 25 %

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Description

Discussions of Customer Experience Management (CEM) are often centered on Assurance and measuring the quality of a service each time a customer uses it. While Assurance is one of the daily measurements of CEM, Time Warner Cable is focused on making the customer experience highly personalized and consistent, and measuring the experience across all interactions regardless of whether they occur over the Web, e-mail, chat, or phone.

Table of Contents

Introduction

Implementing Self-Care

Time Warner Cable Updates Its On-Line Strategy

What it Means to the Market

Stratecast - The Last Word

About Stratecast

Related Research
Discussions of Customer Experience Management (CEM) are often centered on Assurance and measuring the quality of a service each time a customer uses it. While Assurance is one of the daily measurements of CEM, Time Warner Cable is focused on making the customer experience highly personalized and consistent, and measuring the experience across all interactions regardless of whether they occur over the Web, e-mail, chat, or phone.
More Information
No Index No
Podcast No
Industries Telecom
WIP Number D563-00-7B-00-00
Is Prebook No