Root Cause Analysis

Topics: Cable modem, Cable television, Broadband Pages: 2 (529 words) Published: January 1, 2006

Comcast should focus on knowing our customer profitability. For example, Comcast and AT&T Broadband acquisitions are done for the customers, the buyers of Comcast saw a profit in obtaining more customers. Our executives must understand even at the local level that some customers are more profitable than others. Most time we are more focused on the products, such as home networking, CHSI speeds, ect. If we focus our attention on the demopgraphic, economical locations that have the higher profitability then we can geer our services towards those who will maximize our revenue. Churn refers to what happens when a user leaves a service, and "service" in this case can describe almost anything from a dialup ISP account to a list of service subscription. Churn is the major concern of almost any e-business, if only because it's so hard to attract users in the first place. Most sites, therefore, have tried to develop "sticky" services to keep us coming back, or encourage us to give them basic pieces of information so they can keep in touch with us.

Poor customer service and "consumer hostile" policies: Stories are legion about consumers waiting at home all day for the cable guy who never shows up. The industry has also gained a bad reputation in some quarters for aggressive tactics in suing people accused of stealing the signal. Cable companies were quick to place bandwidth caps on cable modem customers and require that customers agree not to use their home cable modem service for any business purpose (including telecommuting). Recently, cable modem users in certain areas have been told that they must subscribe to a digital cable service or face a 50% increase in their monthly cable modem rate. Rising cable bills: USA Today estimates the average cable TV bill now tops $40 a month, up 50% since 1996, or three times the inflation rate. Congressional investigations are expected this fall into the issue of price gauging by cable...
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