A cautionary and timely tale to marketers about neglecting your core offering while creating new ones. This article explains how Comcast took their eye off of the 'football', forcing their ACC-loving customers to look for other options.
“RVA Friends Who Just Dumped Comcast for Verizon said the FiOS guy told them he drives around neighborhoods looking for ACC flags. Also will save $800 over 3 years. While not one to like long term contracts with providers, that’s pretty cool.”
In an environment where cable/satellite providers are trying to keep customers—let alone grow—it seems like a bad idea to give your loyalists a very big reason to switch. So what should Comcast do? First, Comcast should offer customers ACCN . Comcast could provide it as part of a premium package or offer it for an additional charge. To minimize defection, they should include it in one form or another. Second, management should be transparent and communicate with customers. One consumer indicated that a Comcast representative said that management has decided not to carry the ACCN.
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