Submission + - Why American Loathe Cable Companies 1
Even though those complaints are longstanding, customer frustration has risen along with the ever-rising prices. “You compound all that with the prices customers are paying, and that’s the final straw,” says VanAmburg. “They’re opening bills each month and saying ‘I’m paying how much?'” In an age of over-the-top viewing options like Hulu and Netflix, customer dissatisfaction may increasingly translate to companies’ bottom lines. “There was a time when pay TV could get away with discontented users without being penalized by revenue losses from defecting customers,” says Claes Fornell, chairman and founder of the Index. “But those days are over.”