Telco vs. Cable in the New York Times

Ken Belson in the New York Times compares the quality of the customer service found along the east coast by focusing largely on Verizon and Comcast who are at war for the consumer’s dollars.

What’s interesting to me is that all the Bells have to do is what they used to do best. Keep the customer happy. Unfortunately their utility mentality kept them from winning the high speed race with DSL and cable won, and cable, which since the 90s has worked very hard on providing a great customer experience only has to keep doing that.

Sadly, as more and more “telco think” comes into the cable world they will forget their roots and lose back the customers they gained if they don’t remain customer centric.