First of all, Comcast needs to understand and embrace that a Customer, according to one source is “A party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.” Of course, and Comcast knows this, Customers do not have the ability to choose a cable provider in way too many Pennsylvania municipalities.
Some would define the inability to choose a service or a utility provider as a monopoly (“the exclusive possession or control of the supply or trade in a commodity or service”) environment. Read more about the monopoly concept here.
This Los Angeles Times article, syndicated in lots of newspapers, announced that Comcast is finally going to address its lousy Customer service stance.
Comcast, in this article at The Verge, has now appointed “an executive to a new position focused on ‘reimagining the customer experience.’ Comcast’s president says it may take years to say Comcast’s got great Customer service. Really?
Even monopolies have to realize that Customers will find someone to satisfy their wants/needs/desires … and someone who, on the surface, at least, will make the Customer feel good about doing business with the enterprise.
Paying attention to Customers is not rocket science. There’ve been countless books, articles and seminars about the delivery of Customer expectations. This one from Inc. Magazine, lists the basics that really do develop great Customer service.
Institutions and organizations ought to realize that the reason they exist is to serve Customers. Take away the Customers, and the organization or institution has no reason to exist.
These institutions and organizations may include, but are not limited to,
- Governments and all their fractured, compartmentalized component agencies
- Religious organizations
- Social agencies
- Stores, restaurants
- Three initial automobile club “service providers”
- Cable providers
- Postal services
- School boards and educational systems
- Veterans’ hospitals, in fact, all hospitals and health care practitioners
- Police departments (e.g., Ferguson, Missouri’s and others who don’t like the citizens they are pledged to protect and serve)
- Codes departments
- Elected public servants
You can probably name more.