Quantifying bad customer experience: The Comcast Story

By now, just about everybody has heard about the nightmarish Comcast customer support call. Amazon and Zappos have demonstrated to the world that investing in excellent customer service pays. Yet, the biggest challenge Heads of Customer Experience face, is being able to demonstrate the value of good customer service.

Well, here’s an Infographic that quantifies bad customer support. Using social media data, we’ve analyzed the damage to the Comcast brand immediately following the call that went viral.