Tuesday, October 9, 2007

When Your Customers Hate You

Comcast has a problem. Almost every online reference of them talks about how horrible they are. Dissatisfied customers take to blogging, online forums, and online articles to voice their hate for the company. Over at the Church of the Customer Blog, Ben informs us about a new site that's popped up: "Comcast Must Die" -- a blog that provides single focus for customers to join together and voice their complaints. This is a site that Comcast can't ignore and will begin monitoring for feedback.

Comcast is organized by local franchises, and the mother company seems pretty cut off from its subscribers. It's hard to imagine that senior management realizes the low level of service these local groups provide. When you become detached from your customers, you can't survive. Expect to see Comcast actively take part in the new blog and perhaps create one of their own to facilitate the conversation between the management and their customers.

No comments: