Lior Arussy

Time Warner Cable Engage Customers

Posted by Lior Arussy on December 30, 2009
comments 0 comments  |  1738 reads

It is interesting to observe the method in which Time Warner Cable chose to engage its customers to address its dispute with Fox. They asked customers to vote on what should the response be "Roll Over" or "Get Tough" through a dedicated website.

http://rolloverorgettough.com/home

To date, Time Warner Cable reports 800,000 unique visitors with overwhelming support to "get tough". Cool way to engage custoemrs and harness the power of the crowd.

It is not clear if Time Warner Cable was planning to actually listen to their customers. What if the majority would have said "Roll Over". Would they follow the customers' advice? This bit of authenticity is missing for me. imagine if the site would clearly state "we will do whatever you say" Now that would have been a real customer engagement.

www.Strativity.com


Lior Arussy

Lior Arussy is the president of Strativity Group and the author of five books, including Customer Experience Strategy The Complete Guide From Innovation To Execution (4i, 21). To learn more about customer strategies, sign up for Arussy's newsletter.
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