Triple play overbuider WOW! has achieved consistently high customer service rankings from JD Power and their CEO Steven Cochran points to a culture of customer experience and service as the reason why. Cochran shared these views on a keynote panel at the recent BroadbandVision show.
“At the end of the day, we’re all offering the same products, we’re all fairly close on price, so it’s really about distinguishing ourselves with the service,” said Cochran in the below interview. “Clearly, that’s one of the things we continue to focus on and high on our priority is, what is our culture and how do we keep building on that as we move forward.”
Keeping that culture present, even in the face of growth and acquisition is critical says Cochran. He shares how WOW! continues to use customer service and the customer experience to build competitive differentiation regardless of how big the company gets and how many markets they serve.