With consumers more price-conscious than ever before because of economic uncertainty, video providers in North America need to become more sensitive to cost - and Cox has done just that.
"From its TV Starter package - with the monthly price of between $13 and $17.99 - to its top of the line Advanced TV Premier package - Cox delivers a great service at a reasonable price," says Frost & Sullivan Research Analyst Gina Villanueva. "It also offers great features and service support at these prices, leading the competition in this ever more competitive market."
Features included in Cox Advanced TV video services provide customers with a better user experience. Cox DVR service allows its subscribers to view programming on their own schedule, as opposed to network schedules. Its DVR also includes pause, fast forward and rewind features or recorded content. With Cox Communications' DVR, customers can record up to 80 hours of programming (250 hours with the Plus Package), giving them ample time to watch their favorite shows. Additionally, customers have the ability to record up to two television programs at the same time, allowing multiple people in the household to view their favorite shows. Moreover, Cox Communications offers customers TV Caller ID in select markets; this service gives Cox's customers the option of viewing the name of the person who is calling from their television screen, manage incoming calls and access call history.
"Cox recognizes customers have different needs and wants from a video service provider. Some simply need an easy, affordable way to get popular TV channels, while others are looking for the latest technology and advanced features," stated David Pugliese, senior vice president of product marketing for Cox. "The combination of our reliable service, innovative features, and ease of use combined with a competitive price has proven to be a winner - which is evidenced by this award."
The company's video on demand (VOD) service provides access to more than 8,000 movies, shows and videos. On DEMAND, including the MyPrimetime library providing access to hit shows from networks including ABC, NBC, Cartoon Network, FX, TBS, AMC, USA Network, Travel Channel, TNT, A&E and more is available at no additional cost with Cox Advanced TV; also offered at no additional cost are high-definition channels. Cox's HD channels range from a variety of popular networks such as ABC, NBC, ESPN and the Discovery channel. In addition to all the services Cox provides its customers, the company also offers bilingual programming. It offers up to 44 Spanish channels ranging from sports and news to children's programming.
"Simplicity goes a long way in an industry that is always finding new and exciting features to enhance its appeal; hence, the video provider that demonstrates simplicity in its service will succeed in this competitive industry," notes Villanueva. "Cox Communications' new Plus Package, promises the user an uncompromised viewing experience.
Announced in May, the Plus Package will soon be available to Advanced TV customers and will include the new Trio program guidesm. It identifies television shows the user may be interested in; today, consumers can choose from hundreds of different programs and Cox's Plus Package gives its customers more opportunity to quickly find shows that are related to their favorite shows already identified. The guide can be personalized with up to eight different users; each user can modify his or her TV experience. This new service offers Cox's customers an easier solution in finding their favorite channels and demonstrates Cox's commitment to making their customers' lives easier.
Further, Cox provides its customers with service support 24/7 and a host of contact options including email, online chat, or calling one of its customer care support professionals. It also offers specialized support for hearing-impaired customers, providing them with a better outlet to communicate with Cox's support team. The company's website is dedicated to supporting all its products. On cox.com/support are easy-to-follow guides to set up Cox services, how to use features, and even troubleshooting. The support pages are illustrated through pictures, step-by-step instructions, user guides, forums and frequently asked questions.
"It is important for consumer communication providers to supply consumers with services that match their needs in order to compete in a vastly competitive industry - this sets them apart from their competitors and builds brand loyalty," advises Villanueva. "Cox Communications has worked hard at delivering its customers the best service that fits their needs."
Each year, Frost & Sullivan presents this award to the company that offers a product or service which best meets market and client needs. The award lauds the price competitiveness, features, ease of use of the service as well as the customer service effectiveness of the recipient company.
Overall, Cox Communications offers the best video services in terms of price and performance and is the worthy recipient of the 2010 North American Frost & Sullivan Award for Price Performance Value Leadership.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
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