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. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. Scale some of the policies and design decisions. Unifying customer relationship management team. Why They Embraced NPS.
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