Consolidated's Udell: 'we win back' Google Fiber customers with high-touch service

Consolidated Communications is aware that Google Fiber is a formidable broadband service provider, including the markets where it also offers 1 Gbps broadband, but the century-old telecommunications company says that what differentiates them from their new competitor is customer service. Speaking during the Stephens Spring Investment Conference, Consolidated Communications' President and CEO Bob Udell, said that Google Fiber has upset the status quo in the broadband market. "I can say the market disruption they have caused has had some benefits and is raising the bar for bandwidth mostly for consumers," Udell said. "In Kansas City they overlap with us on 2,500 homes and that's increased moderately." Udell added that while reports of Google Fiber's 1 Gbps service is reliable, they take a low-touch customer service approach that makes it challenging for customers to make changes.