I know, I know. Comcast??? We've all seen the youtube video of the Comcast service man sleeping on the customer's couch. But, it looks like Comcast has been working on their customer experience.
Six months ago I signed up for Internet access through Comcast. They had a promotion that gave me Internet access at a substantially reduced cost for 6 months, and then after that, the price would go up, unless I signed up for a different level of service prior to the end of the 6 months.
I know there are some people who would make a note in their calendars about this and proactively call before the promotion ended. I, unfortunately, am not one of those people. In fact, I completely forgot about the promotion, and probably wouldn't have remembered about it until I got a bill for month #7 with a higher rate.
However, I got a letter in the mail from Comcast about a week ago that reminded me that I was nearing the end of my promotional rate and suggesting that I call in to select my new plan. I called, and the service rep asked me a couple questions and we were able to quickly and easily sign me up for a new plan (that actually was about the same cost as the promotional rate!).
While there's still room for improvement (maybe a call or email rather than a letter, Comcast, and a proactive suggestion based on my usage?), the proactive approach of Comcast is a big step forward in terms of how they treat their customers and the experience their customers have.
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