By: Jeff Allinder | Read Time: 2 mins, 10 secs.

This blog explores:

  • Learn what it takes to keep customers happy amid inflation.
  • What are the best practices for retaining broadband customers?
  • Keys to a successful retention program.

Retention is not always the most exciting topic in broadband operations, often becoming a focal point only when a customer calls to complain or disconnect. The most successful operators understand that an effective retention strategy is a comprehensive approach that begins long before the customer calls to disconnect.

What they’re saying: Customers truly want a relationship with their provider that includes the following.

  • Reliable products – Whether it’s Internet, Video, Phone, WiFi, or Security services, customers expect uninterrupted service.
  • Value for money – Fair and transparent pricing for services.
  • Respect and honesty – Transparent pricing and clear, candid communication.
  • Commitment to “Make it Right” – When the relationship is damaged, customers expect the company to take responsibility and fix it.

Go deeper: So, what makes a world-class retention program? Retention and purchasing decisions hinge on each customer’s personal assessment of price vs. value.

  • Some customers prioritize price, others reliability, and many fall somewhere in between. To succeed as an operator, you must consistently “get it right” with your offerings and interactions. And when things go wrong, it’s even more critical to “make it right.”
  • An HFC network may lag behind AT&T’s or Verizon’s fiber networks in reliability, but when our clients excel in “making it right” when issues arise, they achieve superior retention rates.

Best Practices for Retention:

  1. A strong offense is the best defense – Every interaction is an opportunity to strengthen the relationship with your customers. Ensuring that your team is prepared to deliver a positive experience at each touchpoint can give you a competitive edge:
    • When prospects are shopping
    • When a customer places an order
    • During installation
    • When a customer has a question or concern
    • When an outage occurs
  1. Minimize “retention events” – The key to avoiding customer churn is to minimize the reasons for it. Build a reliable network and steer clear of bait-and-switch pricing tactics that erode trust.
  2. Prepare for the inevitable – Despite our best efforts, issues will arise. How you respond to these moments is crucial.

The bottom line: Remember the classic advice for preparing for a test – ‘Don’t practice until you get it right—practice until you can’t get it wrong.’ If your organization needs support to reach that level of preparedness, Leverage can help you get there.

  • Retention isn’t just about solving problems—it’s about preventing them and building long-lasting customer relationships. Let’s ensure you’re ready for whatever comes next.

Schedule a Consultation to Discuss

  1. Developing an inflation-busting video tier as a retention strategy.
  2. Scheduling CSR education and training sessions to improve customer interactions.
  3. Updating your competitive intelligence for strategic decisions heading into 2025.