The Cable Show: Of customer service, the Long Tail and wireless drivers

LAS VEGAS – While there are a lot of new companies with nifty new products and services out there, what will carry the day are two plain old business benchmarks: execution and customer service. In today’s closing session of the 2007 Cable Show, Cox Communications president Pat Esser said that most of what customers desire now is the same as what they wanted when he began in the cable industry in 1979: “They expect reliability and responsiveness,” he said, along with relevance. The key differentiation nowadays is the level of personalization those customers want. “That’s the world we’re going to...