As a result, dial-up ISPs end up competing primarily on price. McClanahan T o secure customer loyalty and reduce the truck roll costs , operators are realizing that a good customer experience will have to begin with a positive self-provisioning experience. The cable world has always been good at balancing what it actually can do as opposed to what it has to do to keep customers happy. When you're going into ISP services, you've got to keep in mind that it isn't good enough just to get subs on now and think you can make it better down the road. It doesn't work that way anymore.
Expectations are high.
Most of the people, especially your early adopters, aren't new to the Internet. So, they expect at least the level of reliability and consistency that a good dial-up account will give them. And they expect a certain level of support and availability of services as soon as they sign up. CED is a registered trademark of Cahners Business Information . All contents copyright Cahners Business Information.