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batye
batye
1/14/2016 3:36:10 AM
User Rank
Platinum
Re: being a convener
@Ariella  I could not agree more... tech sup. must have ability or beeing able to think out of the box... instead of reading scripted response...

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batye
batye
1/14/2016 3:34:25 AM
User Rank
Platinum
Re: being a convener
@SeniorBS89396  interesting point, as I could not agree more... they need to look at the root of the problem....

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batye
batye
1/14/2016 3:33:25 AM
User Rank
Platinum
Re: being a convener
@Ariella  could not agree more... but does happens with all technology... even with Microsoft XBOX - when xbox support point to ubi soft support and ubi soft support points back to xbox hardware problem... everyone plays the same game.... sad reality of the tech support in the age of technology...

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SeniorBS89396
SeniorBS89396
1/13/2016 1:11:26 PM
User Rank
Steel
Re: being a convener
Absolutely agree , Telco have to invest in building strategy of playing a central role on digital economy through building on the top of the network, platforms, APIs and processes that connect, aggregate and facilitate economy actors to transact and achieve collaboration through digital capabilities. Teleco will capitalize on relationship value and transactions occurred. Obviously use cases are not visible but Telco has to take step to analyze and connect with other industries to determine where are the new values.

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Ariella
Ariella
1/13/2016 11:55:34 AM
User Rank
Author
Re: being a convener
<The service provider is uniquely positioned to educate/enable others to leverage connectivity for more than just entertainment.  > True, though the provider has to go about it intelligently. In my area, we have all of two choices: Verizon or Optimum, Currently, we're on Optimum after having been on Verizon for several years. Optimum actively tries to market upgrades to existing customers via email and even calls. They also tell us about their movers program. I explained that the speed we have works fine and that we're not moving now. I did offer them the chance to take advantage of a move I do know about on the block, but they don't seem to be able to think outside the box of the script. 

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jfranell
jfranell
1/12/2016 7:31:38 PM
User Rank
Author
Re: being a convener
Exactly my point, Mike.  In my search for a market differentiator, I have found nothing more powerful that my company's relationship with the customer.  Taking care of the customer (even when their issue is not because of my product but often, how they or some piece of technology interacts with my product), builds dramatic customer loyality.  Imagine how you'd feel if either your service provider or the DVR company spent as their time focused on you rather than pointing fingers.

It is about more than just the individual relationships. I believe that the service provider can also have a dramatic, positive impact on the communities that they serve.  If we focus on helping our communities realize the potential that access to the Internet represents instead of just selling a product, we can change people's quality of life.  The service provider is uniquely positioned to educate/enable others to leverage connectivity for more than just entertainment. 

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Ariella
Ariella
1/12/2016 3:28:49 PM
User Rank
Author
Re: being a convener
<Whenever we have a problem, such as a new TV or audio system, the service provider and the DVR provider constantly point fingers at each other. > It's just like politics. When there's someone else you can blame, you do. It would be great to have some device that pinpoints exactly where the fault lies so that it's possible to tell the right agency that it is the cause of the problem and that it has the responsibility to fix it.

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Mike Robuck
Mike Robuck
1/11/2016 4:09:12 PM
User Rank
Author
being a convener
There does seem to be a a general focus on providing the service technologies, but not the customer support that keeps subscribers from wandering off whenever they can't get their Wi-Fi to work. We have a well-known DVR service in our house. Whenever we have a problem, such as a new TV or audio system, the service provider and the DVR provider constantly point fingers at each other. 

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