TKJunkMail
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join:2002-03-03
Avalon, NJ
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 ·Comcast
|  Earthlink suffering from a scattershot business plan
Earthlink is in the trouble it is because when their old dial-up business plan started to come apart their response was to get in to all the areas NOT covered by the old Bell companies. So they jumped in to MVNOs, WiFi, reselling broadband, etc. But they didn't get in to any 1 of these with both feet. They dabbled in many areas and hoped that a reputation for good customer service would get people to pick them over the leaders in each of the areas they were moving in to. The result - the only reason they existed(better customer service) started to suffer from a lack of knowledgeable staff and the fact that ultimately the quality of customer service depended on the underlying companies they were reselling.
AOL had the same problem, but at least they had a Web Portal(and the advertising dollars that brings) to fall back on. And that is where they decided to concentrate their efforts. Earthlink had no such capability or source of ad dollars. I believe Earthlink is dying and whatever remains of it will be broken up and grabbed by other companies.
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