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commercial customer populations that have been underserved our outright neglected.” And on the issue of bandwidth, Grabert asserts that “we are able to compete fully against the telcos and have many successful custom solutions in deployment, some HFC(hybrid fiber-coax) and some fiber to the premises.”
Bridges focuses on a different strength for AT&T. “Because of our wireless properties, we have the ability to offer our customers competitively priced bundles, including quad-play bundles (TV, Internet, voice, and wireless on the residential side, and Internet, local voice, long distance voice, and wireless on the small and medium business side) – something that many cable companies can’t match.” (Grabert does cite that Cox will be launching a wireless service this year, so that may be one cableco that's a little tougher to defeat with quad play. Continuing, Bridges said, “Our AT&T U-verse TV service is 100-percent IP-based, which gives us several advantages over older cable-based technologies in terms of unique features and functionality, content, and integration.”
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“Cablecos have a tough time shaking the image of poor customer service.” |
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in February, a leading consumer advocacy group found our bundles and TV service superior to the competition. Additionally, our customer support is deeper and more responsive than cable offers.”
Indeed, despite massive spending on customer service efforts on the cable side, cablecos have a tough time shaking the image of poor customer service. Comcast, for example, has employed what CEO Brian Roberts refers to as the “Comcast Marshall Plan”, hiring 15,000 engineers and CSRs, but still can't quite shake the specter of snoozing technicians and blocked P2P packets. (All of which is expounded on in a great profile of Roberts that ran this January in Wired. View here.)
Other Players:
And what about other companies out there, attempting to usurp market share (at least for
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“RCN Metro prides itself on being nimble and extremely customer-focused,” said Mahoney, “and we know that these attributes have allowed us to win business. We have regularly been able to turn up additional capacity for clients in a matter of hours, we have the local market knowledge so we can do the impossible to serve our clients and are staffed with industry veterans who built this network and service set from the ground up. We dedicate resources both pre- and post-sale and our employees are on a first name basis with our clients. It is that service and supports that sets us apart from the competition.”
“We hold a distinct advantage with our networks and technology over the cable companies,” Elak said of Verizon. “Whether it is copper or fiber, the customer experience with our services is much better and customer satisfaction is much higher. Indeed,
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value-added services) from both cablecos AND telcos?
“We take all of our competitors seriously, including over the top providers,” said Grabert. “We closely monitor activity in the marketplace, while remaining confident in our facilities-based services for our residential and commercial customers. Cox offers a high-touch experience for all of our customers, fully managed services that are supported with industry-leading customer care. This is difficult for over-the-top competitors to match.”
Bridges echoed the sentiment of customer-responsiveness as the key to competitive edge. “We recognize that the market landscape is continually changing, and likewise, [AT&T is] always evolving our services and strategy to respond to what our customers want,” said Bridges. “Our focus is on offering
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