SubscribeA source today told Broadband Reports Charter Communications plans to eliminate the company’s social media department that handles customer complaints and concerns on Facebook, Twitter, and elsewhere in a broader move to cut costs.
Charter’s social media team
The insider reports company executives informed the Umatter2Charter social media team in Town and Country, Mo. they could move to new positions at Charter’s customer call center or leave the company starting Jan. 1.
The source claims Charter’s new management team of mostly ex-Cablevision executives is behind the decision.
Charter Communications’ decision to scale back on customer relations comes even though the company is regarded as one of the nation’s worst cable operators by customers who give it poor marks year after year.
Investors don’t think too highly of the company either. Charter reported a wider third-quarter loss in November, losing $87 million compared with $85 million lost during the same quarter last year. Executives tell Wall Street the company was in chaos before new management under Tom Rutledge took over operations. Rutledge’s priorities are to invest in new set top boxes, convert more of its systems to digital, raise prices on services, cut back on promotions and retention offers, and centralize customer support operations.
That centralization process seems to be the reason behind the change.
“Charter will no longer have a customer care team tasked specifically with resolving matters raised on social media,” Charter’s social media manager Eric Ketzer told Broadband Reports. “We communicate with thousands of customers each day on the phone and in person, and that’s where we’ll focus our efforts.”
Other stories of interest:
- Charter Cable Raids Cablevision for Executive Talent; Company Opens Office in N.Y.C.
- Charter’s Bottom of the Barrel Customer Ratings Didn’t Hurt Ex-CEO’s $20 Million Payday
- Charter Cable Wants To Emerge From Bankruptcy And Overcharge Customers: Rate Hikes & Limits Under Consideration
- Charter Customers Contend With Poor Customer Service in Washington State
- Charter Cable Increasing Broadband Speeds, But You’ll Hit Their Caps Faster
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