Charter Communications is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect more than 28 million residential and business customers in 41 states.
Our commitment to serving customers and exceeding their expectations is the bedrock of Charter’s business strategy and it’s the philosophy that guides our 98,000 employees. My position is Business Owner of Support, Search and SEO in the Product Organization, supporting Spectrum.net, SpectrumBusiness.net, SpectrumMobile.com and the My Spectrum App.
We hired Colorado SEO Pros to assist us with defining SEO strategy, conducting technical SEO audits, and improving our search traffic and rankings. Mostly, however, we chose Colorado SEO Pros to help us improve the customer experience by aligning customer intent and search results.
Main goals for the project covered several key performance areas like:
Improving page one (top 3) rankings
Driving up customer satisfaction
Increasing search traffic
Improving click-through rates
Additional goals involved aligning SEO strategy, optimizing technical and on-page SEO, tools analysis and recommendations, and driving SEO in our company's DNA through process and training.
We assessed several options and ultimately selected Colorado SEO Pros because of their expertise, experience, results and professionalism. Colorado SEO Pros is focused on putting customers first and helping them find what they're looking for based on their intent. This customer-centered approach aligns well with our SEO focus.
Colorado SEO Pros under the direction of the Product Web Portals team assisted with consolidating legacy portals and optimizing the performance of the portal in a manner aligned with customer behavior including:
-Developing a comprehensive Search Engine Optimization "SEO” strategy plan for Charter, which focuses on Spectrum.net support properties, but addresses potential crossover with Spectrum.com customer sites
-Assisting the Web Portals team by facilitating cross-functional conversations with other SEO stakeholders outside of Product
-Assisting the Web Portals team by revising the overall SEO and content strategy for Spectrum.net support sites, based on certain data and analysis culled by the vendor
-Improving SEO performance by an average of 10% (rankings & traffic) by the end of the contract term, for pages that have been optimized and published
-Providing monthly KPI reports, and other ad hoc reports when requested. • Assisting with consolidation and 301 redirect strategy to ensure 90% link/URL equity
-Delivering a complete technical audit of the websites and provide recommendations for improvement
-Identifying and addressing under-performing content
-Providing SEO best practices for imagery, video, and structured data.
-Assisting in creating a Keyword Gap Analysis for Spectrum.net support properties
-Providing instruction and technical training to the Web Portals team for SEO best practices
-Evaluating SEO tools (Site Improve, Bright Edge, etc.), and provide recommendations and training.
The results far exceeded our goals. Colorado SEO Pros delivered across the board, working closely with our internal teams and stakeholders.
Key Results (Y/Y) include:
-95% link value retention (spectrum properties) through portal consolidation
-43% increase in page one rankings
-49% increase in click through rate
-26% increase in search traffic
-8% increase in customer satisfaction scores
-Over 100 employees trained on SEO best practices
-SEO and content strategy defined for Spectrum sites
-Keyword Gap Analysis completed for Spectrum properties
-Monthly KPI reports, and other ad hoc reports provided
-SEO tools analysis, recommendations and training completed
Communication has been great with Colorado SEO Pros. We have established weekly working sessions weekly along with more formal monthly status updates with our leadership team.
Typically we meet over WebEx with on-site updates every month or as needed. Colorado SEO Pros is very responsive to the needs of their clients. We also used project management tools (like Monday) to keep on track.
I've been impressed with the quality of work and communication provided. The results have been outstanding and this all stems from being aligned on what SEO does and does not do and focused on delivering customer outcomes. Colorado SEO Pros provides a personal level of service not found often when working with large, complex organizations.
