Day: April 11, 2018

How Charlie Herrin Is Transforming Customer Experience at Comcast

At the time Herrin was the head of product design and development for Comcast Cable, and he knew the message should have been: “We are aware this isn’t working. Here’s the phone number we have for you. We’ll text you when it’s fixed.” A proactive message would take the onus off of customers—and the customer […]

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