Comcast: We may not always get it right, but we're trying.(News)(Comcast Corp. focuses on the customer satisfaction)(Viewpoint essay)

Advertising Age,  December, 2007  by Germano, Rick

Tags: Comcast Corp., customer satisfaction

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Byline: Rick Germano

There has been a great deal written by Bob Garfield in Ad Age over the past couple of months about Comcast. I want to make clear that his experience is certainly not the experience we aim to provide, nor is it the general rule. Without question, Mr. Garfield did not have a good customer-service experience with Comcast. His columns and blog posts make that point emphatically. But as Mr. Garfield and others have vividly recounted, sometimes we get it right and sometimes we don't. We have personal interactions with about 1 million customers every day, which adds ...

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