Call centers to corporate offices: we’re all focused on your experience.

By Charlie Herrin
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March 3, 2016

When we say we’re working to make your experience the best it can be, we mean it. And the only way to accomplish that is if all 88,000 of our employees are working toward that goal.  And we mean everyone – from our very top executives to our frontline employees and everyone in between.

We recently completed training sessions where each of our employees took part in peer-led conversation about the customer experience. This wasn’t a traditional training with a facilitator and a PowerPoint. Instead, we listened to real customer stories about the challenges they’ve had with us in the past.

We then talked as a group, sharing our own experiences and ideas on how to improve.  We challenged each other and our group leader, and talked about the changes being made and how they would work in our day-to-day jobs. And we gave a lot of feedback. If something didn’t sit right, it was raised and addressed.

So where are we going from here? These conversations aren’t over. We’ll continue to have an ongoing dialogue with employees.  We’re rolling out the Net Promoter System (NPS). NPS is a new way of operating for us; it puts employee and customer feedback at the center of everything we do and the decisions we make. And it’s a way of measuring ourselves differently, too, based on one simple question: How likely are you to recommend XFINITY from Comcast? NPS is a proven system, and some of America’s best brands use NPS today.

Here’s an example of how it works to help change culture: In a call center, reps and their managers huddle and discuss how we can do better for our customers; then training happens on the spot. Reps share their feedback about any barriers they have to making customers completely happy, and managers elevate any issue they need to get to the root of the problem. It’s a regular, reliable feedback loop - and a big cultural shift to ensure were entirely focused on the customer.  We’re rolling out this system across the country this year.

These changes, and many others we are focused on, will help us make sure we are doing what’s right for the customer at every, single juncture.