The Customer Experience

Rick GermanoSenior Vice President

National Customer OperationsComcast

April 30, 2010

What Do Our Customers Want?

OCF Over $800 / SUB1000 Calls Per Day Per CAE88% Efficiency on Technician WorkNo Overtime

“Not Really . . . But Balance And Resource Management Is Key”

2

What Do Our Customers Expect?

Answer the Phone… Now! Solve My Problem… Today! Don’t Waste My Time!

“I Love Your Products… I Want To Buy More… But I Am A Little

Nervous”

Product & Service

Reliability

Customer Communic

ation

Customer Confidence & Loyalty

3

1 Million Interactions (Touchpoints)

Every Day Of The Year

What An Opportunity For -

4

Let’s Change the Game

Yesterday- ReactiveToday – Competition Makes us StrongerTomorrow – Proactive;

“Think Telephone + Technical Agents In Lab Coats”

5

WIN…WIN…WIN

Employees Get More Time & Training & Tools… WIN!

Customers Get Higher Quality Service Delivery…WIN!

Lower the Number of Customer Interactions, Lower Cost…WIN!

“We Want Our Customers To Never Leave Us, Buy More Products From Us & Recommend Us To

Everybody!”

6

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What Should We Do? Is it tools, technology, training?

Is it performance management?

Is it process improvements…investment?

What about our image, reputation, customer loyalty?

The Customer Operations Mantra

Lower Phone Calls, Lower Truck Rolls, Better Customer Experience = Healthier Company,

Increased Customer Satisfaction & Better Financials

_______________________________________

1M opportunities each and every day to positively impact the customer experience and directly

improve the company bottom line

LMCPlant/Headend

Customer Premise Weather

CPEConnectors

Fittings

CustomerWant products &

services that work and a

quality experience, end-

to end

Customer ServiceLiaison to customer

SupervisorTraining

Interactive skillsTimeTools

Dispatch/ Fulfillment

Air Traffic Controller

TechnicianSupervisorTraining

Interactive skillsTimeTools

The enhanced involvement and further integration of the LMC & Dispatch Centers is critical to the evolution of the customer experience as we shift to more a proactive &

predictive environment.

WarehouseCPE

Inventory

The Organization

Front CountersCPE

Payments

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TACTICS

Dream Big Guarantee

Dream Series

New Credo Town Hall Meetings

TCF Steering Council

Bow Tie Awards Q-Tube CES Scorecard Increased Bonus TCF (+ CES) Employee Performance

(Scorecards) Utilize Burson & Luntz

Research

CREDO . . . . . . 24 x 7 x 365

Comcast will deliver a superior experience to our customers every

day.

Our products will be the best and we will offer the most customer-friendly and reliable service in the

market.11

Comcast Proprietary and Confidential

Impacts of Customer Satisfaction

Ranking (Based on aggregated scoring of TCF and Net

Promoter)

Net Promoter

Score

Think Customer First Score

Voluntary Churn

Top 7 Regions 4.4 55.5 19.6%Middle 7 Regions (2.3) 52.6 25.4%Bottom 8 Regions (11.3) 48.2 28.1%

Average

A clear and strong correlation exists between customer satisfaction and voluntary churn.

When looking at video product disconnects, regions with the higher customer satisfaction score have a lower amount of their customers churning voluntarily. As the satisfaction measures continue to dip, the churn levels increase in an inverse relationship.

Sourced from HQ marketing sciencesNet Promoter & Think Customer First == YTD April 2009Voluntary Churn == Q1 2009

Internet Explosion

In recent years, the Internet has exploded and will continue to become an important part of people’s

lives.

• Online population will double (to 2 billion) by 2012

• Over 200 million online searches happen & 1.2 million blogs created daily

• 73% of active online users have read a blog

• 78% of people trust recommendations of other consumers

** Source: Pricewaterhouse Coopers

Traffic to Rick is steady as we are resolving issues & getting more feedback, which is our purpose.

Improved “Contact Us”- Six Ways to Contact Us

- Launched Office of Rich Germano- Rick’s Notes from the Road

Office of Rick Germano- 100% increase in email traffic to Rick- Percentage of actionable traffic near

50%

Month

ly V

olu

me

May

Jun Jul

Aug Sep

Oct

Nov

Dec

Jan

Comcast.com Customer Central

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95000115000135000155000175000195000

25000

30000

35000

40000

45000

50000

Jun 09'

Jul 09'

Aug 09'

Sep 09'

Oct 09'

Nov 09'

Dec 09'

Jan 10'

Followers Messages

Tw

itte

r Follow

ers

*

Pu

blic

/Priv

ate

Tw

eets

*

Followers Public/Private Tweets

Dec 08’ 9,196 29,090Jan 10’ ~50,000 ~200,000

Results• Helped approximately 100,000 in social media since 02/08• Helped approximately 150,000 in via email since 02/08• "Twitter Elite" Top 100• Scale of efforts increased with growing C3 team • Offered help to customers on over 10,000 external blogs• Considered the leader in social CRM

C3: Customer Care Connect

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Forums / CommunitiesOverview

- Key tool in customer self-service strategy

- Leading indicator/early warning system for problems

- Interface enhancements to add new functionality and upgrade UI

- Open to both video and voice customers

- Frank Eliason’s team actively moderates and foster community growth

Key Metrics- Receive around 1.5 Million page views

per month- Provide trusted source of information

during “crisis” situations (e.g the Comcast.net hi-jacking – 10X increase in traffic)

- Average monthly page views have more than doubled since 2006

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ComcastVoices Today: • A credible resource for traditional media• A place for customers to have direct

conversations with Comcast• A vehicle for crisis management

“In the current tough economy, community organizations need all the help they can get. Comcast employees, spouses, and lots of their kids teamed up

with community partners to get things done… contributing nearly 350,000 person-hours to build

stronger neighborhoods.”

“In the current tough economy, community organizations need all the help they can get. Comcast employees, spouses, and lots of their kids teamed up

with community partners to get things done… contributing nearly 350,000 person-hours to build

stronger neighborhoods.”

Joe WazSenior Vice President, External Affairs and Public

Policy Counsel, Comcast

Corporate Blog

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Google search results remain more positive than negative as of December 31, 2009; YouTube results are 50%-50%.

Source/Search Term

December 2009

% Positive Results(Comcast-owned

properties, positive news)

2008

% Positive Results(Comcast-owned

properties, positive news)

December 2009

% Negative Results(negative

reviews/news, critical blog posts)

2008

% Negative Results(negative

reviews/news, critical blog posts)

Google search for "Comcast"

90% 70% 10% 30%

Google search for “Comcast service"

70% 50% 30% 50%

YouTube search for “Comcast"

50% 30% 50% 70%

Buzz Strategy

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Customer Operations – WIN! WIN! WIN!

Reduce # of Phone Calls

Reduce # of Truck Rolls

Improve Quality

Improve Customer Experience

Lower Cost

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Closing & Questions