Turning a Win-Back Into a Win-Win

Neel, K.C.
September 2007
Multichannel News;9/24/2007, Vol. 28 Issue 38, p56
The article reports on Cablevision's success in winning back defectors. The company has created a team dedicated solely to winning back customers who defected to other providers. Cablevision operates six specialized call centers that all interconnect to create a virtual network. The company took top honors in J.D. Power & Associates' anual customer service survey for telephone service in the Mid-Atlantic region in 2007.


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