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. Why They Embraced NPS. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. I’d also recommend this episode on the formulation of NPS. Scale some of the policies and design decisions.
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