CableFAX Publishes, in Partnership with The Cable Center, "Customer Experience Management Guidebook: Lessons and Insights for the Cable Industry"

Share Article

Arguably the area that cable has spent most of its time and energy addressing in the past few years is customer service. To share some of today’s best practices in customer care and customer experience management, CableFAX, in collaboration with The Cable Center, has published a guidebook, Customer Experience Management: Lessons and Insights for the Cable Industry. Intended exclusively for the cable industry, the book presents the collected customer experience expertise of cable executives, international business people, consultants and academics. The result is a practical strategy document bolstered by the theoretical and academic underpinnings of customer experience management, the school of thought that is revolutionizing the field of customer care.

From ways to begin using customer experience management to far more advanced concepts, this book includes tactics, strategies and lessons that can be applied to a wide range of cable companies

Arguably the area that cable has spent most of its time and energy addressing in the past few years is customer service. To share some of today’s best practices in customer care and customer experience management, CableFAX, in collaboration with The Cable Center, has published a guidebook, Customer Experience Management: Lessons and Insights for the Cable Industry. Intended exclusively for the cable industry, the book presents the collected customer experience expertise of cable executives, international business people, consultants and academics. The result is a practical strategy document bolstered by the theoretical and academic underpinnings of customer experience management, the school of thought that is revolutionizing the field of customer care.

The book’s scope and depth are bound to include strategies, tactics and ideas to enhance the bottom line of every cable business. The book includes: the basics of customer experience management; how to measure customer experience; tactics for using social media to enhance customer experience; how to make process and product improvements to better customer experience; training tips and methods for improving communication with customers and staff; and case studies and interviews with executives from companies who’ve improved their bottom line through the use of customer experience management principles.

CableFAX chose to collaborate with The Cable Center owing to The Center’s extensive involvement with the study and practice of customer care and customer experience. Periodically The Cable Center convenes senior cable care executives, consultants and academics for exchanges on this topic, whose ideas translate directly to cable operators’ bottom lines. In many ways this book represents the insights of the executives, academics and consultants who’ve gathered at The Cable Center to discuss customer care and customer experience management.

There’s no denying that customer service is a topic of interest to service providers in all industries, cable included. Cable’s business model and its products are vastly changed from years ago. Not only is cable today talking about improving customer service, it’s doing so - and not only for residential customers, but for its growing business-class clients. This guidebook presents some of the most important business strategies in customer experience management.

More than 65 contributors from business, academia and consulting organizations contributed to this guidebook, including:

Charter Communications, Cox Communications, Comcast Communications, Time Warner Cable, J.D. Power & Associates CSG Systems, UPC Broadband, CTHRA, Peppercom, Mulberry Consulting, Columbia University, Northwestern University, University of Denver, Olson Zaltman Associates, Innovar Partners, Morpace Research, , BOOTSRAP Pte Ltd., UnitedHealth Group, Queensland University of Technology, Speaking of Customer Service LLC, Mixed Signals, StarTek, Inc., ITF Advisors, Sand Cherry Associates, Diamond-Cloud Consulting, Broader Vision, Philips Home Controls, Affiliated Computer Services, WOW! Internet-Cable-Phone, Clear Channel Outdoor, Stull WordWorks, Wartburg College and BI Worldwide.

“From ways to begin using customer experience management to far more advanced concepts, this book includes tactics, strategies and lessons that can be applied to a wide range of cable companies,” said the book’s Editor-in-Chief Seth Arenstein, who also is CableFAX’s editorial director. Jana Henthorn, SVP of Programs and Education at The Cable Center and Professors Charles Patti and Ronald Rizzuto of The University of Denver, who are also Senior Fellows at The Cable Center, served as the book’s editors.

While customer service as a discipline remains, many concepts have changed. It’s no longer just about customer service, but providing customers with “an experience.” Managing a business with this in mind has lead to the concept and study of what the business world calls customer experience management, or CEM. Ideas like CEM require a change in business culture, leadership, management and how we view customers. The many contributors to this guidebook apply those key ingredients to their advice and tactics while adding their own special spice.

Order your copy today at http://www.cablefax.com/CEMBook.

*** As an adjunct activity to the guidebook, on June 22, 1:30pm-3pm ET, CableFAX will feature several
authors from the book during a Webinar about customer experience management and the influence social media and e-care have had on it. Register Today at http://www.cablefax.com/cfp/webinars/customer_care_june22.html

About CableFAX
CableFAX is the most trusted brand in the industry, providing cable executives with the most original, comprehensive and insightful overview of the latest industry news and strategic initiatives. CableFAX offerings include a wide range of resources for cable professionals, including CableFAX Daily, CableFAX: The Magazine, award programs, Webinars, networking events and workshop. For more information, visit http://www.CableFAX.com.

About The Cable Center
The Cable Center is the nonprofit educational arm of the cable industry. A leading resource for information, education and expertise on cable telecommunications, The Cable Center unites the cable community by preserving and celebrating cable's enduring contributions to society; building bridges between cable and higher education; and bringing together industry participants to share ways to better serve its customers. Based in Denver, Colo., The Cable Center's program areas include the Cable Mavericks Lecture Series, Customer Care Central, Professional Education, the Cable Hall of Fame and the Barco Library. Please visit http://www.cablecenter.org for more information.

###

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Seth Arenstein
CableFAX
301.354.1782
Email >

Kate Schaeffer
CableFAX
301.354.2303
Email >
Visit website