Frost & Sullivan: businessmen love Time Warner Cable
In that highly competitive market, the top factors influencing switching behavior are price-related and customer support/care is also a strong factor that could impact switching behavior. Even though 83 percent of current customers of Time Warner Cable Business Class are categorized as "low risk" of switching, Time Warner Cable Business Class has to keep a sustained effort to retain customers since the market is crowded with strong incumbent, regional and competitive local exchange carriersand compelling product portfolios.
"Frost & Sullivan's survey of U.S. telecom and network decision makers revealed that current business customers of Time Warner Cable Business Class are less likely to switch to another network service provider compared to customers of its nearest competitors. In fact, more than 80% Time Warner Cable Business Class customers are not at risk of switching," said Frost & Sullivan Research Analyst Karolina Olszewska.
Multi-site small, mid-market and even some large local businesses prefer multi-system operators (MSOs) like Time Warner Cable Business Class which has national networks comprising an optical fiber core network, metro fiber networks and dense local hybrid fiber-copper access infrastructure, over which it is offering an expanding range of Ethernet-based network solutions.
"Our research clearly shows that Time Warner Cable Business Class is focused on leveraging and improving its already strong customer support, easy-to-understand pricing structure, strong local presence and targeted bundled offerings, enabling it to retain existing customers, and maximize future market share through both direct and indirect purchasing channels," concluded Olszewska.
"We believe in putting our customers first, offering them a full complement of business communications tools, and working with them to tailor a solution that helps their businesses succeed. Our employee's practice this every day, and we will continue to deliver the quality products, services and support our customers expect," said Gerry Campbell, executive vice president of business services at Time Warner Cable. ■