Been wondering when Bob Garfield was going to write something about Comcast's efforts to rectify its lousy customer service image, especially since my man, Frank Eliason, now has the distinction of being pictured on the front page of The New York Times. (Below the fold as I recall, but still ... ) Why Garfield? Because when he's not tearing apart ad campaigns, he runs comcastmustdie.com. So, finally noticed this column declaring "Victory!" this morning, in which Garfield says, "Comcast has institutionalized the practice of listening, in live forums around the country but especially on the internet, to resolve individual problems and learn about the (many, gaping) holes in its customer-service operations." Yeah, I lifted the picture from the Ad Age site. It's funny.
Thursday, July 31, 2008
Comcast may just get to live
Been wondering when Bob Garfield was going to write something about Comcast's efforts to rectify its lousy customer service image, especially since my man, Frank Eliason, now has the distinction of being pictured on the front page of The New York Times. (Below the fold as I recall, but still ... ) Why Garfield? Because when he's not tearing apart ad campaigns, he runs comcastmustdie.com. So, finally noticed this column declaring "Victory!" this morning, in which Garfield says, "Comcast has institutionalized the practice of listening, in live forums around the country but especially on the internet, to resolve individual problems and learn about the (many, gaping) holes in its customer-service operations." Yeah, I lifted the picture from the Ad Age site. It's funny.
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It’s a bit presumptuous for Garfield to take credit, don’t you think? Although it’s also ironic for him to use the image where Bush declared victory for a non-victory. Comcast, like others including Sprint, have all been working to improve their customer service. While they didn’t meet Wall Street expectations, Comcast did post a 2Q profits increase. Of course, Garfield will take credit for that too.
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