Comcast announces renewed focus on improving customer care.
Industry analyst Jeff Kagan offers comment.
“Comcast has grown over the last decade or longer, but they have one serious problem. They stink at customer service. Their customers know it and they hate it. You can laugh at the many, real stories of customer service failure, or you may simply be able to think of your own experiences.” Says Telecom Analyst Kagan.
“Today Comcast has the honor of being one of the worst companies in regards to customer service and customer care. While this was never a problem in the past, it is a real and growing problem going forward.” Says Kagan.
Comcast never had competition in the past. Customers had no choice for television. It was either the single cable television company in town, or it was satellite TV like DISH or DirecTV.
Things are changing and competition is getting hotter every year. Today customers have more choices than ever. And over the next several years those choices will continue to grow.
New competitors are taking market share and have a much better customer service record.
Competitors like AT&T U-verse, Verizon FiOS and CenturyLink Prism are taking share from the cable television industry. They offer advanced services over the IPTV network meaning the Internet vs. the cable television network.
New competitors in the television space keep emerging as well. Services like Netflix, Amazon.com, HULU and many others are taking share as well.
Enough so that many customers in an effort to cut costs are cancelling cable television. Something the cable TV industry never thought would ever happen. However customers are switching away from cable TV.
“If cable TV though this would eventually happen, they would have worked on improving their poor customer experience a long time ago rather than waiting until the competitors are eating them alive.” Says Kagan.
These new competitors let users watch what they want, when they want, on whatever device they want, wherever they are. That’s the new playing field.
Comcast faces a very new and very different marketplace. If they want to continue to grow, they must improve customer care.
“As a Comcast customer, I have also experienced these customer care problems.” Says Kagan.
“Let's hope Comcast can solve this problem so they can continue to grow going forward.” Says Kagan.
Jeff Kagan is a wireless analyst,telecom industry analyst, technology industry analyst, consultant, columnist, author, keynote speaker and futurist.
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