by Brad Tuttle
Comcast is hardly the only company that should be doing some soul searching and commit - not only with words but actions - to making customer service genuinely better.
Because the state of customer service has been bad for so long, and because we've heard many times over that some or another big initiative would improve customer service dramatically only to have little or no impact, we're skeptical about the effectiveness of any broad campaign supposedly crafted to address age-old customer grievances. Nonetheless, it was good to see Comcast's recent announcement that a long-serving executive named Charlie Herrin had been named as the company's new senior vice president of customer experience. "Charlie will listen to feedback from customers as well as our employees to make sure we are putting our customers at the center of every decision we make," a message from Comcast president and CEO Neil Smit explained on Friday.
To be fair, it's not just Comcast that's sorely in need of a customer service makeover. Here are three entire business categories that are regularly bashed for not putting customers' needs first on the agenda.