Friday, March 15, 2013

Time Warner Follies

(UPDATE: To point out that compared to NY1, "TWC News" is an objectively inferior name.  The post below focuses on the obliviousness of management in thinking a name change will solve structural problems; I neglected to mention that even absent that major, glaring flaw, the name change is terrible on its own terms.  Where's Poochie?)

I love NY1 and Pat Kiernan in particular.  But loving NY1 was not enough to keep me from jumping to FiOS as soon as it was available.  And it won't stop others either.  This latest news out of Time Warner reveals management that just doesn't get it:
"Our research shows that people who watch our stations, such as NY1, are loyal viewers, yet most people don't understand their connection to Time Warner Cable," said a spokesperson, who makes us sad. "It is for these two reasons that we're embarking upon a rebranding project that will take the better part of a year." NY1 boss Steve Paulus reportedly fought the changes, but was buried under "broader corporate branding goals." Because if it's not broken, Time Warner will break it.
Improve your service and reliability. Stop nickel and dining people (hello, new modem rental charge!) and recognize that you've finally got some competition, and you're going to have to step up your game on service and pricing. 

See if you can monetize NY1 by selling access to Verizon.  Keep your audience share that way.  NY1 is great, but it's not enough to prevent a customer exodus.  Neither wild horses nor Pat Kiernan could drag me away from a faster, cheaper provider with better customer service. 

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