Wednesday, October 1, 2014

Comcast and Customer Relationship Management

Comcast has certainly had it's Customer Relationship Management (CRM) woes recently.  But now it's striving for a complete customer experience makeover.

Comcast is doing exactly what Mark W. Schaefer suggests in Social Media Explained (our course textbook for Social Media Marketing at UCLA Extension) which is: "Getting your house in order."
Comcast, by JeepersMedia, on Flickr
Creative Commons Creative Commons Attribution 2.0 Generic License   by Mike Mozart JeepersMedia 


In her article in the LA Times, Comcast, acknowledging problems, acts to reform customer service, Meg James (@MegJamesLAT) details the CRM strategy of changing management, customer experience, and communication.

Comcast has some tough hurdles to make up for, such as a recent problem in which a customer service representative gives a customer a hard time when he called to cancel his TV and high-speed Internet service. You can hear the recording in Dino Grandoni's (@dino_grandoni) Huffington Post article: If You Thought You Were Mad At Comcast Before, Listen To This Phone Call.

Unfortunately for Comcast this became a huge kerfuffle in social media.

And this isn't the first time Comcast has had its customer service and social media woes. 

Back in 2007, a customer took a video of a Comcast technician who fell asleep on their couch during a service call...twice, and then posted it to YouTube (Comcast sleeping).

After this kerfuffle, Comcast created a Comcast Cares team on Twitter (@comcastcares).

We had them guest speak to our #SMMUCLA class and it really sounded like Comcast had a great solution at the time, but apparently it wasn't enough.

In any case, we salute Comcast for endeavoring to "get their house in order" and wish them success.

If not, I guess we'll be posting something about this in the future...again.

- By Karl Kasca, instructor UCLA Extension (@KarlKasca)

2 comments:

HOW -2 DO said...

Thanks

Rashida Panxpan said...

It's hard for any company to makeover all customers experience. Once a large amount of customers gets dissatisfaction from a company or business, they use to hate it and tries to forget about that company. They don't even recommend it, instead shared bad experience with others. CRM systems can definitely help with managing your sales prospects. You can try the sales pipeline module from PanXpan as one option.