Cable giant Charter Communications, operating under the brand Spectrum, is rolling out a series of new pricing and customer service changes aimed at improving customer satisfaction and boosting its reputation, the company told CNBC.
‘Reliability and credibility’
The move comes amidst a challenging landscape for the cable industry, which is facing slowing broadband growth, declining cable TV subscriptions, and increasing competition from streaming services. Charter CEO Chris Winfrey emphasized the company’s commitment to reliability and credibility, stating that he wants customers to associate Spectrum with these qualities.
As part of its new initiative, Charter is introducing bundled pricing options that offer significant savings for customers who combine internet, TV, and mobile services. The company is also increasing internet speeds for existing customers at no additional cost and is implementing a new policy of providing credits for service outages or poor customer service.
A new platform called “Life Unlimited”
To enhance the customer experience, Charter is launching a new platform called “Life Unlimited,” which will provide a streamlined interface for managing internet, mobile, and TV services. The company aims to make it easier for customers to access and manage their accounts, while also improving customer support.
Charter’s efforts to revamp its image and improve customer satisfaction come at a time when the cable industry is facing increasing pressure to adapt to changing consumer habits.
