A Celebrity Did What to Comcast? The Power of Customer Feedback

Customer Experience | Customer Service Satisfaction | Customer Feedback | Customer Experience Strategy | Social Media Feedback Management

Reading time: 5 minutes
PeopleMetrics

Trusted Experience Management Partners

Customer-Experience-Comcast

At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.) 

Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.

Customers don’t want to have to work hard to troubleshoot with you. It is true that you can’t make every experience effortless, but by being responsive and asking questions to show you care, you can avoid the negative impact of being hard to do business with. It may feel like even this is difficult if you are running a large, complex business or are short on customer service employees. And perhaps you think that doing this every time is not worth the investment.

“Let’s let them figure it out this time,” you say. “What’s one negative tweet or email? It’s just one customer.”

Well, let’s put it into perspective.

Like a lot of other food-lovers I follow my favorite chefs and personalities on Twitter. New recipe? That deserves a favorite. Callout to an up-and-coming chef? That person gets followed. When celebrity chef Alton Brown, host of Food Network show “Good Eats,” recently had a run-in with his internet provider Comcast Cable, my passions for food and customer experience strategy overlapped. Hooray!

Celebrities Have Customer Experience Issues Too

Last week Brown’s modem gave out on him, and after 45 fruitless minutes trying to troubleshoot, he turned to live-tweeting his experience with Comcast’s customer service department:

 

This went on for awhile…

 

 

And his followers (803,000 of them in total), were given a glimpse into how difficult it can be to connect with someone at Comcast when you need them the most.

Things were looking grim.

Current and prospective Comcast customers looked on as Comcast’s social media feedback management team wasn’t successful in rerouting Brown to a service technician, or connecting him with a live representative on the phone. As Brown’s frustrations grew, his negative feedback continued to fill the Twitterverse.

 

Your Employee Interactions Can Flip a Situation

Mike changed everything.

 

 

Mike! Helpful, knowledgeable, patient Mike stepped in to help, and in doing so turned Brown’s situation around.

Mike was able to use his knowledge of Comcast’s systems to diagnose Brown’s issues and get him back up and running quickly.

 

You Might Not Ask For It, But You Better Be Prepared

Moral of the story? You'll get customer feedback, whether you solicit it or not. Be vigilant and prepared to follow-up when someone’s having a problem, lest you end up with pee on your products, or worse(?), lose customers due to negative word-of-mouth.

Now how do you hire, train and retain excellent customer service reps like Mike? As Alton Brown would say, that’s another post.

Want some recommendations around your current Cx and your delivery of it?

~Alayna Avery

Free Customer Centricity Self-Assessment Tool

Posted on 08-01-2014