If you run a search for “Comcast Sucks” on Google, you will find a tremendous number of search results (approximately 125,000) all centered around the media company’s lack luster image. There are a serious number of popular blogs, viral videos, and chat forums that have chosen lamb basting Comcast customer service as their niche.
SO why is Comcast still a national leader in cellular and telecommunication services despite the lack of favor shared for their customer service by a growing number of their consumers?
Even in consumer reports Comcast ranks fourth from last among leading internet service providers (ISP), third from last among nationally branded television service providers, fourth from last in long distance telecommunication services, and SECOND FROM LAST in overall national scores!
And yet these are the profit results from Quarter 1 2008:
Snapshot: 1Q Results
Revenue: $8.4 billion, up 14%
Operating Income: $1.6 billion, up 23%
Free Cash Flow: $702 million, up 59%
The LA Times reported that in the fourth quarter of 2007, Comcast said it signed up 613,000 digital video subscribers and added a net 508,000 digital phone customers along with 488,000 high speed Internet subscribers.
SO again, why is Comcast still a national service providing leader if they fail to meet the needs of the consumer, particularly in customer service?
Comcast has “moved to a more aggressive marketing plan,” Comcast chief operating officer Steve Burke said, with new double- and single-play offers, increasing marketing spending in the quarter about 20% year over year. (Multi Channel News)
They are buying their way to the top.
But how long until the internet, with the help of social media tools and applications, builds momentum giving the consumer a louder, clearer more powerful voice that can neither be stifled nor ignored?
How long until media conglomerates and other big businesses will have to begin spending more on damage control and less on buying their consumers?