Clone-Wars DIGEX colleague John Todd had some issues with his Comcast service a couple of days ago and posted his difficulties on social media (Facebook, Twitter).
Within a few hours, Comcast’s “hit squad” was following up on John’s post, and Tweeting back to me on a comment I made to John about the existence of the organization. Comcast has a dedicated group of peeps skimming through social media to follow up on publicized customer problems.
Given my own recent dark experiences with Verizon, I can only point to Comcast’s efforts as the latest of a number of data points demonstrating that cable companies “get it” when it comes to customer service, and the traditional telephone companies have “lost it.”
Unfortunately, the “traditional” telecom media is out to lunch on this issue. Nobody (yes, you Wall Street analysts believing what you are told) has factored this into the losses of landlines — it’s easier to blame losses to tighter home budgets, wireless, and millennials than own up to a steady decline in the values and quality for customer service and repair in the landline biz.