It’s An Epidemic


I wrote about my recent experiences with Comcast last week. Turns out, that as I was engaging with Comcast, Doc Searls was engaging with Dish Network. And just as I was writing  …

Comcast could make this happen in an instance. It is called process. They know when their services are down, they just try to deny it with delay tactics.

I mostly feel sorry for the people that have to deal with me and the like – they know the truth. Keep up the good work folks – we know it is not you.

Doc was writing …

My experience with the agent was fine. She did a good job.

…and once again – we are down to corporations processes …

I touched on that here, with a couple of ideas … and I have to say Doc’s points are spot on.Good grief – enterprises spend so much time ‘pretending to know us’ … about things that they can’t possibly know, but still, they continue to mutilate the unprecedented amount of data they have and start assuming and making leaps of

Good grief – enterprises spend so much time ‘pretending to know us’ … about things that they can’t possibly know, but still they continue to mutilate the unprecedented amount of data they have and start assuming and making leaps of judgement – oh, I don’t know – how about as an example … “if you liked that book” then “why not try these shoes”  …

But something as simple as

  1. does this customer use auto-pay
    1. yes – skip pressure to pay prompt
    2. no – play pressure to pay prompt

… seems to be beyond them.

To reiterate … it’s the processes and the systems that are broken in these corporations … and I really don’t care how many ‘customer first’ courses Comcast, Dish et al send their people to – the fact is that they don’t need it – it is their business processes and systems where they should be focussed.

I am for hire. Doc I am sure knows people (he might not have the time to involve himself personally) … you just need to ask … or keep haemorrhaging customers. It’s your choice really.