Comcast Customer Experience Improvement Plan, With Charlie Herrin – CB73
Customer Bliss
OCTOBER 17, 2017
They ran a trial market in Portland, Oregon and some tests of SMS communication. Educating customers and front-line employees on self-service. Why They Embraced NPS. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. Automation. Making sure the tech stack is tip-top.
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