Customer Experience Flashcards
This is the name for the 10 steps Comcast has developed to transform how we approach working with our customers
The Customer Experience Action Plan
Point: We are completely redefining what an excellent customer experience looks like including looking at everything through a customer lens and make changes both big and small.
Never Being Satisfied with Good Enough
Point: All of our employees will participate in additional customer experience training every year. We’re also developing better technology and tools.
Investing in Training, Tools, and Technology
Point: We’re growing our team so we can deliver an excellent customer experience.
Hiring More People… Thousands of People
Point: Our customers’ time is valuable, and we will not waste it.
Being on Time, Every Time
Point: If something goes wrong, we need to fix it the first time, every time. We are enhancing tools like our Home Integrity Check
Get it Right the First Time
Point: Transparency is crucial. We are simplifying our pricing, completely redesigning our bills to make them simpler and clearer and introducing digital receipts for customers.
Keeping Bills Simple and Transparent
Point: Customers should interact with us however and whenever they want. This includes trialing a new feature called Technician Tracker
Service on Demand
Point: We are reassessing all of our policies and fees and getting rid of ones that customers find particularly frustrating.
Re-imagining the Retail Experience
Point: we are measuring ourselves differently with an updated Customer Experience Scorecard and a Net Promoter Score for leaders that measures our performance based on customer satisfaction.
Keeping Score
What is Comcast’s best product?
The Customer Experience
Customer pillar: ‘C’
Customer Viewpoint
Customer pillar: ‘A’
Automated Support
Customer pillar: ‘R’
Reliability
Customer pillar: ‘E’
Employee Empowerment
