This is a very New York-specific story, but it contains a larger PR lesson that we’d like to share. NY1, pronounced “New York One”, is a 24/7 local news channel that is very helpful for those who want breaking news on traffic, subway delays, New York-area politics and more. It also includes some great talks shows, etc. But you get the point.
NY1 owner Time Warner Cable, on the other hand, is definitely one of the least popular brands among New Yorkers (just ask Twitter users and a certain Sir Patrick Stewart about its customer service record).
TWC–facing revenue declines as more customers cut their cords–is currently engaged in a battle with competitor Verizon Fios for market share. In order to convince customers not to switch providers, TWC is rebranding NY1, renaming it “TWC News” and changing the graphics, logos and theme music.