Cox knows finding new customers is more expensive than keeping the ones you have. So the MSO has created a new post expressly for keeping its current customers.
Warren Jones has taken the newly created position of director of customer retention and life cycle management.
Jones will be closely involved with operations and field services, especially in the area of customer-service operations.
"Cox recognizes that our industry is changing," Jones said in explaining why the company created the new position.
"We're seeing much more competition among satellite providers and RBOCs [regional Bell operating companies] for our core video products and our new services. We have to have a balance between customer acquisition and retention."