How Knology could have kept me as a customer for a measly $10
As I've said before, we were early adopters when Knology came to Knoxville. And I would still be a customer, if they would pay someone slightly more than minimum wage to handle their social media. You see, companies, when you set up a Twitter account and never acknowledge major issues until hours after they occur, you are not using Twitter correctly. I don't come to your house and wipe my ass with your tablecloth, do I?
So here's the thing. I have complained numerous times to Knology via their Twitter account. Frankly, it is one of the best ways to relay live information. Instead of updating their Twitter feed when they suffered a major outage, an outage which made them unavailable by PHONE support, they instead let their Twitter feed sit unattended for hours. Then, they hand-picked a few clueless saps who were having issues and responded with a few "Sorry, we're working on it" tweets. Pathetic.
Further, I had no idea about their Edge service, and was not once solicited. I know very little about sales, but it seems like if a customer is completely unaware of a product, they are 100% less likely to buy it. Contrast that with AT&T, who sends me mailers by the dozen each week. I'm not suggesting Knology go as far at AT&T, which I consider wasting money with all those mailers, but at the *least* shoot me an email or something! Heck, try to upsell me when you fix my service!
Speaking of service -- I found it to be great sometimes, abysmal at others. There was no rhyme or reason, there was no institutional knowledge of me as a customer (let's face it, I'm a pain in the ass and should be listed as such -- that's a basic of 21st century CRM). Each interaction was a new one, whether on Twitter or elsewhere. But worse, I went through 4 or 5 DVRs in just a few years, we had lots of service problems and Knology wound up being late with higher speeds than everyone else in town.
There were good things about Knology, and at the time it was a good deal, but now that they've acted like my business is nothing to them, I think we're done here. AT&T, by contrast, called me after the install based on a twitter conversation. Actually, called before AND after to ensure I was happy. Granted, waiting one hour on the phone to reschedule my appointment they screwed up (late, I had an appointment that evening and couldn't stay) after we already waited 2 years after they completely ignored our original work order.
Businesses need to learn HOW to use the tools that are out there. I'll leave the Cautionary Tale of the Comedy Club for next time.
So here's the thing. I have complained numerous times to Knology via their Twitter account. Frankly, it is one of the best ways to relay live information. Instead of updating their Twitter feed when they suffered a major outage, an outage which made them unavailable by PHONE support, they instead let their Twitter feed sit unattended for hours. Then, they hand-picked a few clueless saps who were having issues and responded with a few "Sorry, we're working on it" tweets. Pathetic.
Further, I had no idea about their Edge service, and was not once solicited. I know very little about sales, but it seems like if a customer is completely unaware of a product, they are 100% less likely to buy it. Contrast that with AT&T, who sends me mailers by the dozen each week. I'm not suggesting Knology go as far at AT&T, which I consider wasting money with all those mailers, but at the *least* shoot me an email or something! Heck, try to upsell me when you fix my service!
Speaking of service -- I found it to be great sometimes, abysmal at others. There was no rhyme or reason, there was no institutional knowledge of me as a customer (let's face it, I'm a pain in the ass and should be listed as such -- that's a basic of 21st century CRM). Each interaction was a new one, whether on Twitter or elsewhere. But worse, I went through 4 or 5 DVRs in just a few years, we had lots of service problems and Knology wound up being late with higher speeds than everyone else in town.
There were good things about Knology, and at the time it was a good deal, but now that they've acted like my business is nothing to them, I think we're done here. AT&T, by contrast, called me after the install based on a twitter conversation. Actually, called before AND after to ensure I was happy. Granted, waiting one hour on the phone to reschedule my appointment they screwed up (late, I had an appointment that evening and couldn't stay) after we already waited 2 years after they completely ignored our original work order.
Businesses need to learn HOW to use the tools that are out there. I'll leave the Cautionary Tale of the Comedy Club for next time.
posted by Victor Agreda, Jr. at
6:48 PM
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