Here’s a to-do list for Comcast’s first ‘customer experience’ exec - simsthicalin
In a move that can be viewed both as extremely cynical as well as interminable overdue, Comcast named its first fourth-year executive in thrill of "customer experience" on Friday.
Charlie Herrin, the man that led the overhaul of Comcast's cable box UI as part of its X1 platform, will be tasked with redoing the company's human relationship with its customers. In 2022, Consumerist named Comcast "the worst company in America," a crown that it had also earned in 2010.
"Transformation isn't going to happen all-night," Neil Smit, Comcast's main executive, wrote in a blog post. "In fact, it may take a couple of years before we can candidly say that a great customer feel is something we're known for. But that is our goal and our number unmatchable precedency … and that's what we are going to do. "
Comcast, of flow from, hopes to nail down a proposed $45.2 billion merger with Time Warner Cable, consolidating the cable oligarchy down to peerless to a lesser extent player. And it's unclear whether or not Herrin bequeath continue to allow Comcast support employees who were apparently trained to harangue customers to work on the fellowship. In other words, is Herrin simply the sweeter, gentler face of the cable television service giant, or one and only who can effect some actual modification? That shouldn't be overly hard to discover. Here's a concise to-do tilt for Herrin in his new job:
Comcast Comcast's Charlie Herrin
1.) Memory bonuses. No, not for his call-core employees. For customers. If we've had to can with Kabletown and its crap for the last few old age, give customers promotional rates for six months. Comcast's military service is way expensive, and customers need to be cut off a break.
2.) New set-top boxes. You have the new X1 interface out? That's terrific. So where is information technology? As a matter of fact, there should be a policy about how quickly users potty upgrade their boxes, so they can commemorate and memory boar much a dozen HD shows.
3.) Give customer-support representatives more or less exponent. Sure, many of you are going to pound furiously on the computer screen on this incomparable. What about that jerk who wouldn't get off the phone? Why can't Comcast lease someonenice? Of course they nates, and they're out there. But without the office to actuallyset something, and not sample to upsell customers at every chance, quality support representatives leave. And you're left with the jerks.
4.) Use your personal hotspots, not ours. Blind equally it sounds, I really don't care for someone being able to water faucet into my cable modem. I doubt anyone does; I sleep in suburbia, surrounded by gently affluent neighbors who take to what I presume is their possess cable length service. But instead of trying to use my router to extend to a detached wireless network, wire up schools, coffee shops, and libraries. Right now, United States of America believes that Starbucks cares more about the connectivity of necessity of Americans than anyone else.
5.) A la carte pricing. Yes, yes, YES. Comcast gives Pine Tree State 500 channels, give or take. I watch…maybe ogdoad? But they happen to be PBS, the networks, ESPN, the local A's channel, HBO, and an occasional foray to SyFy and parts undiagnosed. That's it. That's trueness try out. I know, ESPN charges cable companies on the order of $7 Beaver State so per household. But present, customer service meets capitalism: keep prices high, and ESPN subscribers testament drop. And that, in turn will military unit ESPN to lower prices to satisfy their advertisers. Lean on HBO to allow a la carte pricing also.
6.) Unblock the apps. In person, I'd like the FCC to step in and prevent the Time-Warner Cable merger merely because Comcast blocks the HBO Go app from running on my PlayStation, and forces Pine Tree State to use their lousy cable box UI instead. The polite path to describe this is "petty", and I'm convinced you can toy with some other adjectives here.
The ball's in your tourist court, Comcast. If you want to ameliorate your customer experience, you better baffle busy.
Source: https://www.pcworld.com/article/435456/heres-a-to-do-list-for-comcasts-first-customer-experience-exec.html
Posted by: simsthicalin.blogspot.com
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