The team at Convince & Convert and I have been working with Comcast for nearly two years, helping them understand the landscape of customer experience influencers, and how that community thinks about CX transformation and storytelling.
Last week, as part of that work, I was joined at the Comcast headquarters in Philly by a cavalcade of all-star customer experience thinkers: Chip Bell, Jeanne Bliss, Joey Coleman, Steve Curtin, John Dijulius, Matt Dixon, Moira Dorsey, Shep Hyken, Scott McKain, Adam Toporek, Bill Quiseng, and Jeannie Walters.
We gathered together to spend an entire day behind the scenes with Comcast executive leadership, including Chief Customer Experience Officer Charlie Herrin, discussing the commitment the company has made to turn around a customer experience that has historically been far less than optimal.
The company has invested hundreds of millions of dollars, embarked on the largest Net Promoter Score implementation in history, and has made more than one million customer callbacks in just the first 10 months of 2018. (Every manager in the company, regardless of role, is now required to call actual customers on a regular basis).
The commitment made to this transformation is… Read More