It may seem like a small thing but small things often contribute to big things when it comes to customer satisfaction.

I have been with Time Warner Cable for my ISP (RoadRunner) for about seven years.  Overall, I have been extremely satisfied with TWC.  Nevertheless, one particularly frustrating item has been TWC’s choice of Computer Associates as the free provider of the subscriber antivirus utility.

Over the years, the CA Antivirus has been the source of many PC glitches and IT headaches among my various PCs.  The product never earned high marks when reviewed against its competitors.  In some cases, because of the mission criticality of a particular home office PC, I spent the extra money to go with a superior competitor antivirus utility.  In each case I was glad I did.  But that still left me with some older Windows XP machines that I allowed to run on TWC’s freebie CA Antivirus.

At various times, I strongly communicated my dissatisfaction to TWC about the CA utility.  I know other TWC customers did too.

Well, perhaps TWC has finally listened to all that feedback.  TWC RoadRunner customers received an email last week explaining that CA Antivirus was being replaced by McAfee Antivirus.  I am thrilled.

For my affected PCs, I immediately went through the online process to have my CA Antivirus uninstalled and replaced by the McAfee product.  Not only do I now have a superior antivirus product, but I have a couple PCs that boot faster than they ever did, are no longer plagued by a bunch of strange systems glitches, and are no longer fighting the resource hog that CA Antivirus was.

Companies so often hear from customers when things go wrong.  Therefore, I made a point of calling not one, but two separate people in key TWC departments to express my strong affirmation of their recent decision.  They did share with me they had been listening to all the customer feedback.  They had also been watching industry ratings for antivirus products.  Based on all the evidence, they made their decision.  Obviously it was the right decision.

Thank you, TWC!

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About James Meadows

Currently I serve as a training team manager for Tyco Integrated Security at a customer-care center in Kansas City. Additionally, I am a business consultant, a freelance corporate writer, an Assembly of God ordained minister, a Civil Air Patrol chaplain, and a blogger. I believe we are living in the most fascinating times of human history. To maximize the opportunities these times present, I have a passionate interest in leadership development and organizational success, both of which I view as inextricably linked.

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