“As an industry we were probably the worst of any ABC company at listening to our customers,” believes John Porter, the new CEO of Telenet.
The damning indictment came in the Beyond the Bundle session at CTAM EuroSummit 13.
“Our customers have been telling us for years, we don’t like set top boxes, we don’t like the pricing and we only want to buy certain channels,” said Porter. “We need to engender real leadership. When you’re growing at double digits, you can get away with 80, 90 per cent. I can tell you how many products we send out the door that are only 80 or 90 per cent there.”
Porter described how Telenet had moved its chief commercial officer to the position of chief customer officer, placing them in charge of the market strategy that had previously been the domain of the technology team.
