Cheapskate Wisdom … About the Lack of Customer Loyalty to Pay TV and Phone Companies

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“The problem for cable, satellite and phone companies is that they expect to get credit for things they’re expected to be doing … If you want me to be a loyal customer, you have to go beyond the things you’re supposed to do.”

Spoken by Jim Kane, a corporate customer service consultant quoted in a WSJ story about how cable TV companies are consistently given awful scores in customer satisfaction surveys.