|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."
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)