Comcast executive Charlie Herrin is aiming to improve Comcast’s legendarily poor customer service. Comcast After months of getting bashed for treating customers poorly, Comcast today said it’s going to make improving customer service its “number one priority.” But the company admitted that “it may take a few years before we can honestly say that a great customer experience is something we’re known for.” Neil Smit, CEO of Comcast’s cable division, wrote today that Comcast’s customer service hasn’t kept up with Comcast’s focus on “product innovation,” technology, and content. “But this is only one half of the customer experience equation. The other half is operational excellence in how we deliver service,” he wrote. “The way we interact with our customers—on the phone, online, in their homes—is as important to our success as the technology we provide. Put simply, customer service should be our best product.” A longtime Comcast executive is being called upon to fulfill that goal. Smit announced the promotion of 15-year Comcast veteran Charlie Herrin to a new role as senior VP of customer experience. Herrin previously was senior VP of product development and led design of X1, Comcast’s new TV user interface. Read 5 remaining paragraphs | Comments
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Comcast seeks to fix awful customer service, admits “it may take a few years”
