& cplSiteName &
Comments
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
f_goldstein
50%
50%
f_goldstein,
User Rank: Moderator
6/28/2017 | 7:56:26 PM
Re: Nope
Comcast is pretty smart at the highest level, knowing how much to spend on acquisitions, doing big deals, etc. But at the operational level, it's the old Chrysler Corp., where an insistence on squeezing every last dime out of every process creates failure, not higher profit. This is a comapny that makes every effort to show its customers that it truly hates them, no matter how much they pay. Tech tools don't help when the systems and human processes are both so utterly hostile to users.

Their X1 platform has a lot of clever tech in it, but it's stil utterly user-hostile, with the UI version of jagged sharp edges all over it. We were forced into it and none of the family can stand it. Testing? What's that? And its use of the cloud just slows down responsiveness. Buzzwords are no substitute for actual user testing.
kq4ym
50%
50%
kq4ym,
User Rank: Light Sabre
6/28/2017 | 12:42:35 PM
Re: Nope
The claim that they projected a "40% reduction in the duration of customer problems" and ended up with double that to about 80% seems pretty remarkable although what they define as reduction in the duration of problems might be a little bit sketchy if you looked at other customer complaints as well.
Mitch Wagner
50%
50%
Mitch Wagner,
User Rank: Lightning
6/18/2017 | 4:02:41 PM
Re: Nope
Both are necessary. The company needs the tools and the will to use them. 
danielcawrey
50%
50%
danielcawrey,
User Rank: Light Sabre
6/17/2017 | 1:24:16 PM
Re: Nope
I thought the big problem was on the consumer side of the business?

Look, if Comcast is doing a terrible job with businesses, they would just leave. With the consumer side, that's a bit harder. 
KBode
50%
50%
KBode,
User Rank: Light Sabre
6/16/2017 | 3:00:10 PM
Re: Nope
I agree completely. There's almost an active disdain for consumers at many of these companies that filters from the top down.

And many of the problems (like substandard subcontractor hiring processes, or the lack of competition that allows less organic punishment for poor service) aren't fixed magically by the cloud. 
Phil_Britt
50%
50%
Phil_Britt,
User Rank: Light Sabre
6/15/2017 | 10:36:24 PM
Re: Nope
I fully agree. I'm in a locality with more than one provider. I switch to Comcast a decade ago for a "deal." The first day I was sorry as they would put the cable into the house only "at the closest spot," not where I wanted it. It was a one-year deal, I went back to the other provider as soon as I could. Comcast offers somewhat better speed, plus remote WiFi connections, but the terrible customer service means I wouldn't switch and I would dread a corporate merger between the two.
Duh!
100%
0%
Duh!,
User Rank: Blogger
6/15/2017 | 4:50:43 PM
Re: Nope
More important, business processes,systems, training, on-shoring, network upgrades.  They're making credible efforts, but have a long way to go.
macemoneta
50%
50%
macemoneta,
User Rank: Light Sabre
6/15/2017 | 3:08:22 PM
Nope
Technology won't change customer dissatisfaction. It's a culture change that's required, 


Featured Video
Flash Poll
Upcoming Live Events
September 17-19, 2019, Dallas, Texas
October 1, 2019, New Orleans, Louisiana
October 2-22, 2019, Los Angeles, CA
October 10, 2019, New York, New York
November 5, 2019, London, England
November 7, 2019, London, UK
December 3-5, 2019, Vienna, Austria
December 3, 2019, New York, New York
All Upcoming Live Events
Partner Perspectives - content from our sponsors
Transform Beyond Borders to Lead the Innovation
By Ben Zhou, CEO, Whale Cloud
Reject Limits. Build the Future.
By David Wang, Huawei
China Telecom & Huawei Jointly Complete the World's First End-to-End 5G SA Voice & Video Call
By Jay Liu, Senior Marketing Manager, Cloud Core Product Line, Huawei Technologies
All Partner Perspectives