Comcast appoints Charlie Herrin as new SVP of “customer experience”
Comcast's cable division - Comcast Cable - has revealed in a Friday announcement that it has appointed Charlie Herrin as its new Senior Vice President of "customer experience." Herrin previously worked in product design and development at the company.
With Comcast having a history of poor customer service, Comcast Cable's CEO Neil Smit's move to appoint Herrin as the head of customer service apparently underscores a notable effort by the company to remedy the customer service situation.
Against the backdrop of Herrin previous experience in product design and development, Smit is hopeful that Herrin will be able to some creative problem-solving, to deal with the increasing number of customer complaints over the years.
In shouldering his new responsibility as the SVP of "customer experience" at Comcast Cable, Herrin has been asked by Smit to "reimagine the customer experience," such that the company can evidently ensure that it is "delighting our customers at each touch point."
However, Smit has acknowledged in a Friday blog post that Comcast's customer service issues will probably not be resolved anytime in the near future. Noting that transformation will not happen overnight, Smit said: "It may take a few years before we can honestly say that a great customer experience is something we're known for."
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