The Advantages and Disadvantages of Dealing With Your Cable Internet Customers

The problem with customers is that customers have problems. The problem for companies is that without customers they have more than just problems: they have no business. Therefore it is in their interests to resolve their customer’s problems in order keep the business afloat. It sounds simple, but sometimes it seems as if a crystal ball is needed to get things right.

For most of the worlds businesses, the more customers they have the happier they are. More customers mean more product sales, greater profits and a rosy future. But when your business is selling a product which relies on bandwidth, things can be a little more complicated. For a large cable-internet provider such as Time Warner Internet, an increase in customers is still a good thing, but they need to be a step ahead of the game to ensure they are keeping their promises.

If they see each of their customers as a car and bandwidth as a motorway, they can build the biggest and shiniest motorway in the entire world, but if every single car wants to drive down it at the same time, eventually things will start to slow down. If that traffic increases even more, it could cause a complete standstill and disaster for customers, particularly if they are marketing the product based upon its speed and reliability.

Pretty much every ISP in the world is doing this now, even if they don’t let on. Some ISPs have clear pricing policies where there is a limit in gigabytes each month and a clear step-pricing policy for going over that. Others tell customers they are getting ‘unlimited’ broadband when in fact they actually have maybe a 60 or 80GB limit per month.
In the same way that visible policing of neighbourhoods actually reassures the residents, so transparent limits and pricing will reassure customers that they are not going to be confronted with a horrible bill one day. Relying on customers to choose the cheapest and the best ISP will win far more business than marking unfounded promises  will.