NCTA's Powell: Cable Learning From Consumer Complaints
The "cable guy" perception of the cable industry -- stuck in increasingly outdated technology, with good customer service remaining elusive -- contains "kernels of truth" but is largely wrong, said NCTA President Michael Powell. The cable industry "has been working…
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to chart a new course," Powell said in a column posted Monday on LinkedIn. The piece contrasts some of the negative perceptions the industry faces with what Powell called its "impactful and sustained actions." He said the cable industry "is driving toward widely available gigabit Internet speeds by 2017. We are deploying hundreds of thousands of Wi-Fi hotspots that allow consumers to access the Internet when untethered from their homes. From voice-controlled remotes to easier search options, companies are refreshing and transforming interfaces and navigation. On-demand libraries are growing deeper and easier to access." Comcast recently announced a huge effort to improve, he said, citing its commitment to spend $300 million on customer service and hire 5,500 new customer service professionals as among examples of cable "listening, learning and responding to complaints."