Thanks Vanessa! And totally agree. Orgs can’t win over the long term with bad customer experience; they can only get away with it for so long.

Hey Jeff! The answer is yes, and no. Meaning yes, scores are improving (overall), and no, I don’t have the numbers. 🙂 I took notes on certain things, but not others. I think some of the other people that were there included numbers in their blog posts. Now that you bring it up, I’ll add the links to their posts here sometime soon.

I distinctly remember that there was a difference between new customers and existing customers, which had lower overall scores. This overlays with the part of the post about being known for one thing and then trying to be known for the inverse; you’re fighting preconception and confirmation bias. It’s a long and difficult road.

I look at it like the analogy of a plane changing course. If you alter the course by a few degrees; it’s hard to notice much difference after ten minutes. But that little change puts the plane in another state after a few hours. The question will be whether or not Comcast can maintain their heading and if any external factors push them off course in the process.

It would be fascinating to see Comcast succeed, mainly because there just aren’t many good turnaround stories for organizations at that scale.