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

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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

Self-Care is Still Customer Care: Time Warner Cable's On-Line Customer Acquisition and Care StrategySPIE 2008 #43 - November 14/2008IntroductionImplementing Self-CareTime Warner Cable Updates Its On-Line StrategyWhat it Means to the MarketStratecast - The Last WordAbout Stratecast




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