-
Archives
-
Meta
Monthly Archives: March 2008
Comcast finally arrives
After standing me up twice (see “Comcast drops the ball again“), Comcast finally sent a technician Friday evening to repair my cable television service. The whole ordeal, while enormously frustrating, has also been educational. Here is what I learned… 1. … Continue reading
Posted in Customer Satisfaction
Tagged advice, company, consultant, consulting, customer, expert, firm, satisfaction, survey
Leave a comment
Comcast drops the ball again
My satisfaction with Comcast digital cable was extremely short-lived. After a maddening ordeal trying to order the service (see “Ordering from Comcast – Like a visit to the proctologist“), I was finally able to get the service installed (see “Comcast … Continue reading
Posted in Customer Satisfaction
Tagged advice, company, consultant, consulting, customer, expert, firm, satisfaction, survey
1 Comment
The power of brand equity
My friend Bill Neal, Founder of SDR Consulting, recently coauthored a book with Ron Strauss, founder of Brandzone LLC, titled Value Creation: The Power of Brand Equity. In a recent note announcing the publication of the book, Bill says: “With … Continue reading
Comcast corrects problem
I recently wrote about a frustrating experience trying to place an order with Comcast for high speed internet and digital cable television (“Ordering from Comcast – Like a visit to the proctologist” – March 12, 2008). Within 24 hours of … Continue reading
Posted in Customer Satisfaction
Tagged advice, company, consultant, consulting, customer, expert, firm, satisfaction, survey
1 Comment
Comcast admits mistake
In a recent post, I wrote about a terrible experience I had trying to place an order with Comcast for high speed internet and digital cable television. Within 24 hours of publishing that report, I received a call from the … Continue reading
Posted in Customer Satisfaction
Tagged advice, company, consultant, consulting, customer, expert, firm, satisfaction, survey
Leave a comment
Ordering from Comcast – Like a visit to the proctologist
Today I tried to place an order with Comcast for high speed internet and digital cable television. What should have been a simple transaction was anything but easy. Here’s how it went… As an existing customer, I logged into the … Continue reading
Posted in Customer Satisfaction
Tagged advice, company, consultant, consulting, customer, expert, firm, satisfaction, survey
Leave a comment
Landline phone surveys are an endangered species
As many as 15 percent of U.S. adults used only a cell phone last year, up from 10 percent in 2006. That estimate from the Yankee Group, a technology research and consulting company based in Boston, puts the number of … Continue reading
New data: Online adults nearly identical to off-liners
As Internet penetration continues to grow, the demographics of adult Internet users in the U.S. continues to more closely resemble the population as a whole. While older and lower-income Americans are still slightly underrepresented online, the gap appears to be … Continue reading
New data: 8 out of 10 U.S. adults use the internet
Results of a recent poll from Harris Interactive show that 178 million U.S. adults are using the Internet. That is a whopping 79 percent. This is a dramatic increase from the 9% of U.S. adults who reported they went online … Continue reading