September 1, 2010

One Ringy Dingy...

I used to spend a lot of time on Facebook, using it first as a networking tool and then as a way to keep track of what the far-flung family is doing. Yes, it’s a double-edged sword: a huge time suck but a heck of a lot of fun…and you never know who from your past or your present will pop up.

E-mail marketing campaigns, surprising, also can exhibit some of that proverbial “six degrees of separation,” but I've found voice still is the killer app. During a recent round of e-mail reminders CT sent regarding a just-concluded Webcast, I got a call from a nice gentleman from the Atlanta area. I asked if I could answer any questions regarding the Webcast, but that was not the purpose of his call. He wanted to tell me that he and I share the same last name, and that he has been married to a Debra for some time, so the coincidence tickled him.

As things turned out, this man owns two radio stations in his area, and we got to talking about broadcast issues and what it’s like to be a small business owner in this economic environment. We also discussed amateur radio (which is how many radio and TV broadcasters got started), and he indeed is one. This brought us around to the Radio Club of America (I’m a Fellow, and I sit on the board), which includes in its membership a vocal and active group of hams among its well-known RF and TV broadcasting and wireless constituency. From this conversation sprung others with those who are planning to attend the ham gathering slated for the upcoming CableTec show in New Orleans.

But what does this have to do with anything? Well, I’ve been enjoying more and more conversations – in person, on the phone, via e-mail and through our own CT Chatter (check it out if you haven’t already) – with industry players who may or may not be CT subscribers. For example, the recent Independent Show in Baltimore was a great place to talk with Tier 2 and Tier 3 cable and telco operators regarding their now and future business concerns, and their insight was invaluable to me as I ponder the kinds of features that should be included in CT as we pursue our broadband editorial future.

And speaking of CT content, I hope many of you took the opportunity to answer our subscriber survey. The team has been poring over the results as we plan 2011, and you sent us so many good ideas for features and columns; we also were a little surprised at some topics that may have run their course and others (like basic “how to” pieces) that are more popular than ever.

Like most of you well-know, a positive customer experience is the best possible way to retain current subscribers and garner new ones. Being “high touch” is important to me and to Linda Hardesty, my associate editor. As such, we’ve been calling random CT readers, just to say hello and to keep up with what you’re doing.

Hey, isn’t that your phone ringing right now…