Frequently when we hear the word “Comcast” the general norm is how appalling their customer service is. To gain customer satisfaction Comcast should focus more on how to gratify rather than how to outsmart their competitors. Rather than boasting about the “lightning fast” internet, encourage an appealing customer experience. Because of the continuous amount of complaints received Comcast needs to consider improving their customer service. According to John Malone, chairman of Liberty Global (world’s largest cable company), cable is pretty much a monopoly. Depending on the area in which you live there is usually only one cable provider available to choose from. In my opinion if there were other choices available Comcast would not comprise …show more content…
However, there are many ways in which they can follow that route. There are some instances where they are actually pushing to improve their ways. A recent hire of a Vice President for customer experience has vowed to put customers “at the center of every decision we make”. Even the CEO, Brian Roberts, pointed to Uber as having model customer service. Corporate governance is the system of practices that provides a framework for company’s goals and objectives. Comcast should develop a corporate governance plan that outlines what needs to be done to achieve their goal- strengthening their customer service. Below I am going to explain what I believe will benefit the company and increase its servicing skills. Firsthand, they should focus on improving their customer service and give it the same attention as they do with innovating products that outperform their competitors. Also, offering incentives for taking surveys will increase responses. This will help direct management in what needs to be done and how they can accomplish it. Some of these incentives can include gift cards or even account credits for a discount on one month’s bill. Training classes and webinars for employees will make for an engaging experience if all
The company that I have chosen is Comcast Cable Company. Currently, Comcast is the leader in the home entertainment industry. Comcast offers their customer's: cable television, internet service, home phone service, television screaming app, home security, and mobile service. The company is working to compete with AT&T/ Direct TV, Dish Network, Hulu, Netflix and sling Tv. The competitors do offer cheaper service, but Comcast is known mostly for its great internet service. Xfinity Instant TV and Xfinity Mobile are the newest product that has been launched by Comcast. Xfinity Mobile has two phone plans, and you must have Xfinity internet service. Xfinity Mobile plans are: By the Gig data and Unlimited data. The By the
By the acquisition, Comcast was clearly investing in content; this is a huge transformation for Comcast. This acquisition signals that they want to get bigger ...
Growing from a small provider of a few thousand, the company has grown to be a massive conglomerate encompassing far greater than simply cable services. Now owning NBC Universal, Comcast exerts great power within the market, employing a variety of strategies to expand itself and remain profitable. When it attempted to merge with Time Warner cable, several strongly opposed when considering the massive power it already possessed. In addition, growing sentiment against cable providers has resulted in the reduction of subscribers. Despite this, Comcast is in a high period of expansion within the business cycle. However, it should remain cautious of the changing environment of how consumers obtain television
In 1996, Congress passed the Telecommunications Act thereby lifting restrictions on media ownership that had been in place for over sixty years (Moyers 2003; Bagdikian 2000: xviii). It was now possible for a single media company to own not just two radio stations in any given local market, but eight. On the national level, there was no longer any limit on the number of stations a company could own – the Act abandoned the previous nation-wide ownership cap of forty stations (20 FM and 20 AM). This “anti-regulatory sentiment in government” has continued and in 2004 the Federal Communications Commission (FCC) approved a new rule that would allow corporations to own “45 percent of the media in a single market, up from [the] 35 percent” established by the 1996 Act (Croteau & Hoynes 2001: 30; AFL-CIO 2004). Companies can now also own both a newspaper and a television station in the same city (AFL-CIO 2004). This deregulation has led to a frenzied wave of mergers – most notably the Viacom/CBS merger in 1999, the largest in history (Croteau & Hoynes 2001: 21). Ownership of the media has rapidly consolidated into fewer and fewer hands as companies have moved to gobble up newspapers, television stations, and radio stations across the country.
When we think of those skilled in the art of rhetoric, we often jump to those we know are trying to convince us of something, like politicians, salesmen, lawyers, etc. We do not always consider corporate CEOs part of that group though Netflix CEO, Reed Hastings, would have us believing another thing. On March 20th, 2014, Hastings published an article titled “Internet Tolls And The Case For Strong Net Neutrality” on Netflix’s official blog. Just under a month before the blog was posted, Netflix settled a deal paying Comcast, America’s largest cable and Internet service provider (ISP), for faster and more reliable service to Comcast’s subscribers (Cohen and Wyatt). These “internet tolls” go against the culture of net neutrality in America, which in its essence is when no piece of information is prioritized over another on broadband networks. Hastings took to their blog to advocate for net neutrality and against abusive ISPs. Whether he was conscious of his rhetorical finesse or not, he wrote quite convincingly thus turning this blog into an excellent rhetorical artifact. Reed Hastings’ blog post aims to convince American Internet consumers that strong net neutrality is important by appealing to their values of choice, frugality and empathy while simultaneously making ISPs seem ill intentioned and Netflix seem honorable.
Comcast Cable combines these three premium services into one package. This has allowed Comcast to obtain a positioning of convenience and affordability in the minds of consumers.
Television, the phone, and the internet. These inventions have uniquely shaped the 20th century and have led to the 21st century being known as the age of information. These services are the primary ways we communicate, express ourselves, and reach out in our ever increasing global world. In the United States, these services are provided by a number of different firms, chief among them is Comcast, being the largest provider of Cable and internet in America, and a large telephone provider. Next to it stands Time Warner Cable, the second largest provider of cable in the United States. The decision for Comcast to buy Time Warner Cable for forty-five billion dollars in 2014 has led to many criticizing the merger, calling it a monopoly. Others have called the whole cable system an oligopoly. For it to be a monopoly or an oligopoly, it would have to fit their respective categories. The merger between Comcast and Time Warner Cable would not create a true monopoly, but would give it significant market power because it has monopoly resources and can be considered a natural monopoly. It will also further its power in a market dominated by oligopolies. People argue that it is not a danger to Americans for this merger to happen, but when one looks at the practices Comcast already uses, it paints
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
In fact, some of the biggest threats to the company’s growth are the government’s regulation that increases the risk to the underlying business. In addition, the risk of losing the exclusive contract for the iPhone would be a major loss for AT&T. Most of the consumers choose AT&T because of their exclusive contract for the iPhone. Hence, this loss of business will significantly influence the AT&T's profitability and revenue. Moreover, the antitrust authorities play an important role on approved the merger of AT&T.
Years later, the Telecommunication Act of 1996 triggered dramatic changes in the competitive landscape. SBC Communications Inc. established itself as a global communications provider by acquiring Pacific Telesis Group and becoming the new AT&T. The merger of AT& T and BellSouth, along with the ownership consolidation of Cingular Wireless and YELLOWPAGES.COM, will speed convergence, competition and continued innovation in the communications and entertainment industry, creating new solutions for consumers and businesses and positioned to lead the industry in one of its most signifi...
In January 2000, Time Warner, Inc. (TW) announced its plans to merge with America Online (AOL) and upon completion in 2001, it had become the largest merger in U.S. corporate history. AOL had a pre-merger value of $163 billion and Time Warner had a preannouncement value of $100 billion, in 2001, the value of the combined firm was stated at $165 billion. While many saw an opportunity to create a synergy out of the two media giants, the overall firm saw little success as a combined entity and has since faced several challenges. Michael R. Baye addresses several issues for discussion concerning the merger in his textbook Managerial Economics and Business Strategy, through the usage of hypothetical memos issued within Time Warner. Memo 4 discusses the possible acquisition of Fox News to increase revenues, bolster subscriptions, and expand their international market. The purpose of this paper is to address the specific problems Time Warner faces by acquiring Fox News and to provide strategic moves that best capitalize on Time Warner's current situation.
The year is 1952 and a young John Rigas purchased a cable company for a mere $300 in Coudersport, Pennsylvania with high hopes of building the company into a successful family owned and operated business (AICPA, 2005, para. 3); a business that would remain unparallel to the rest of its competition. In the late 1990s his dreams came to fruition; John Rigas, along with a few close family members and investors, purchased Century Communications for $5.2 billion and merged the companies together becoming the 6th largest cable company serving more than 5.6 million subscribers (AICPA, 2005, para. 4). Ensuring that the majority of Adelphia’s voting stock and control of the board remained in the hands of f...
Corporate governance implies governing a company/organization by a set of rules, principles, systems and processes. It guides the company about how to achieve its vision in a way that benefits the company and provides long-term benefits to its stakeholders. In the corporate business context, stake-holders comprise board of directors, management, employees and with the rising awareness about Corporate Social Responsibility; it includes shareholders and society as well. The principles which...
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
This essay will explain what is meant by excellent customer service, outline an excellent customer service structure and give ways in which it can be maintained. It will also state the impotence of customer service to a business or entity.