Industry Analyst Jeff Kagan Asks, Can Comcast Fix Poor Customer Service?

Wireless Analyst and Telecom Analyst Jeff Kagan, is available to speak with reporters, and may be quoted through this release.

Comcast announces renewed focus on improving customer care.

Industry analyst Jeff Kagan offers comment.

“Comcast has grown over the last decade or longer, but they have one serious problem. They stink at customer service. Their customers know it and they hate it. You can laugh at the many, real stories of customer service failure, or you may simply be able to think of your own experiences.” Says Telecom Analyst Kagan.

“Today Comcast has the honor of being one of the worst companies in regards to customer service and customer care. While this was never a problem in the past, it is a real and growing problem going forward.” Says Kagan.

Comcast never had competition in the past. Customers had no choice for television. It was either the single cable television company in town, or it was satellite TV like DISH or DirecTV.

Things are changing and competition is getting hotter every year. Today customers have more choices than ever. And over the next several years those choices will continue to grow.

New competitors are taking market share and have a much better customer service record.

Competitors like AT&T U-verse, Verizon FiOS and CenturyLink Prism are taking share from the cable television industry. They offer advanced services over the IPTV network meaning the Internet vs. the cable television network.

New competitors in the television space keep emerging as well. Services like Netflix, Amazon.com, HULU and many others are taking share as well.

Enough so that many customers in an effort to cut costs are cancelling cable television. Something the cable TV industry never thought would ever happen. However customers are switching away from cable TV.

“If cable TV though this would eventually happen, they would have worked on improving their poor customer experience a long time ago rather than waiting until the competitors are eating them alive.” Says Kagan.

These new competitors let users watch what they want, when they want, on whatever device they want, wherever they are. That’s the new playing field.

Comcast faces a very new and very different marketplace. If they want to continue to grow, they must improve customer care.

“As a Comcast customer, I have also experienced these customer care problems.” Says Kagan.

“Let's hope Comcast can solve this problem so they can continue to grow going forward.” Says Kagan.

About Jeff Kagan

Jeff Kagan is a wireless analyst,telecom industry analyst, technology industry analyst, consultant, columnist, author, keynote speaker and futurist.

Companies may contact Jeff Kagan to discuss setting up an analyst briefing or to explore becoming a consulting client so Kagan can follow them more closely

To schedule a paid briefing of your company, products and services with Jeff Kagan, please contact him by email or phone to discuss.

Over 25 years Jeff Kagan shares his opinion and views on companies, technologies and competition.

- He offers comment to reporters as they contact him on the stories they are working on.

- He writes weekly columns.

- He writes daily press releases.

- He gives speeches at industry meetings and conferences.

Kagan discusses the changing industry. To see where we have come from, where we are today, where we are going tomorrow and why.

As a consultant he shares his opinions with clients and listens to their briefings and announcements.

He follows wireless, telecom,Internet, cable television, IPTV, Communications Technology, Mobile Pay, Cloud,Internet of Things or IoT, M2M and more.

Kagan is known as a key influencer in influence marketing.

He has been called Wireless Analyst,Telecom Analyst, Telecom Industry Analyst, Technology Analyst, Tech Analyst,Cloud Analyst, Smartphone Analyst, Health Tech Analyst, Communications Technology Analyst and Principal Analyst.

Speeches: Topics including The Future of Wireless and Telecom, State of the Industry, challenges and opportunities, changing technology, competition, services, winners and losers,why and what we can expect going forward.

Reporters: Jeff Kagan sends comments by email to reporters and the media. If you would like to be added to this email list please send request by email.

Contact: Jeff Kagan by email at jeff(at)jeffKAGAN(dot)com or by phone at 770-579-5810.

Visit his website: at jeffKAGAN.com to learn more.

Twitter: Follow him at @jeffkagan