Tuesday, May 09, 2006
Failure to communicate
NTL has confirmed what everyone in the UK (including its employees) seemed to know already - that consolidation and product convergence means that the customer care function takes a hit. The union is not happy, and struck first yesterday with a pithy press release (though they undershot the number of cuts by 1,000). NTL added 191k net new broadband customers in the quarter (90k for legacy Telewest, 101k for the much larger legacy NTL footprint) - hope they have what it takes to keep them.