Amaya Toman Sit comfortably with a cup of good coffee in hand, try out various applications on your tablet and watch large-screen TV. Can you imagine this possibility with one of our operators or cable TV service providers? Comcast knows how to take care of its customers.
Convenience and perfect customer service is something that people know more from luxury brand stores than from operators' premises, where queues and the discomfort of waiting are more commonplace. But the American company Comcast, which provides cable, telephone and Internet connection services, decided to turn a visit to its branches into a pleasant experience and provide maximum comfort to its new and existing clients.
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Dan Pražák The reason for visiting the operator's branch is often unpleasant matters, such as dissatisfaction with the services or their malfunction. If the customer does not feel comfortable during such a visit, it will not positively affect his relationship with the provider. That's why Comcast decided to equip its branches with huge TV screens, comfortable seats and products to try.
Comcast branches equipped in this way should soon expand to large shopping centers, where they will often be adjacent to stores of famous names such as Apple or Sephora. "We want to be where people shop," said Tom DeVito, vice president of retail sales and services. Comcast wants to draw some of its inspiration from Apple.
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The concept of the new Xfinity Stores stands in stark contrast to the previous austere and inconvenient concept of customer service, where people who had to visit a Comcast branch in person traveled to distant office complexes. “It's a smart move,” acknowledges GlobalData's Neil Saunders. “People spend a lot of money on cable and Internet services and appreciate the opportunity to experience the products and services offered in a high-quality environment. Gone are the days when customer care took place at a poorly lit service desk.”
In the new locations, Comcast customers will be able to pay for their services, try out the devices the company offers, or test a variety of applications, including controlling a home security camera using a smartphone, tablet or remote control. "I think being able to visit our locations and learn how to fully utilize the capabilities of our products will lead to an improved customer experience and better customer retention," concludes DeVito.
