How Comcast missed a golden Extreme Trust opportunity
“I decided to call Comcast and ask them about a refund for the outage. They said ‘Mr. Peppers, we’d be happy to give you a credit.’ (It was only a small amount.) So I asked “Are you giving credits to everyone who had an outage?” They said “No. Only those who complained.”
Don pointed out that this was a lost Extreme Trust opportunity. Extreme Trust requires businesses to act in the interest of customers. Imagine the impact on a customer if he opened the mail to find an unsolicited refund credit from his cable operator?
Don pointed out that this was a lost Extreme Trust opportunity. Extreme Trust requires businesses to ask in the interest of customers. Imagine if thousands of customers opened the mail to find refund checks?
Want more of Don Peppers? Then tune into his show airing on Thursday, August 9th at noon ET. And check out the book Extreme Trust too.