Time Warner Cable Engage Customers


Share on LinkedIn

It is interesting to observe the method in which Time Warner Cable chose to engage its customers to address its dispute with Fox. They asked customers to vote on what should the response be “Roll Over” or “Get Tough” through a dedicated website.


To date, Time Warner Cable reports 800,000 unique visitors with overwhelming support to “get tough”. Cool way to engage custoemrs and harness the power of the crowd.

It is not clear if Time Warner Cable was planning to actually listen to their customers. What if the majority would have said “Roll Over”. Would they follow the customers’ advice? This bit of authenticity is missing for me. imagine if the site would clearly state “we will do whatever you say” Now that would have been a real customer engagement.


Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here