Charter CEO: 'Customers don't trust the cable company'

Customer Awareness & Trust - The company needs to improve customer awareness regarding included services [1] - Customers currently lack trust in the cable company, potentially due to past experiences with misleading promotions [2] - The industry conditioned people to think that included services are only free trial periods [2] - The company is trying to communicate that certain services are included as part of the customer's existing service, not a free trial [2] User Experience & Marketing - The company delayed marketing efforts until the user experience was deemed satisfactory, and improvements are ongoing [2] - The primary focus is on making service activation easy for customers [2] Industry Challenges - The cable company faces an image problem, being perceived negatively due to billing practices and service-related inconveniences [3]