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Masters Of Self-Inflicted Wounds, Comcast Is At It Again

Giving your most loyal customers a reason to switch is just stupid

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New York City candid scenes
 NEW YORK, NY - SEPTEMBER 22, 2017: The NBC-TV network peacock logo embellishes a granite wall near the entrance to the Comcast Building in New York, New York. The Comcast Corporation owns NBC.
Photo by Robert Alexander/Getty Images

Forbes has been doing some impressive writing about the business of sports and this story about Comcast and the ACC Network by Kimberly A. Whitler continues that. The theme here is simple: why would you give your customers a reason to switch?

It’s anecdotal of course but the story in this article about a Verizon salesman who looks for houses with ACC flags is really interesting (and smart).

Whitler’s point here is pretty simple. The people who want the ACC Network on (God help them) Comcast are generally older customers and precisely the ones who are most likely to keep the service. It’s a foolish way to reward loyalty.

As we know though, over the years Comcast has shown an ability to offend subscribers that truly is remarkable. It’s been at the bottom of lists that rate corporate and technical support satisfaction for years and the fact that cable companies typically had a monopoly didn’t help Comcast stay humble.

That’s changed now. If Comcast doesn't want to carry the network, there are others who will. You’d like to think they’d learn a lesson but it seems unlikely.

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