Comments on: Is Twitter is Really Changing Comcast’s Culture?: 7 Signs to Look For http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/ aligning identity, action and purpose Thu, 09 Feb 2012 01:08:12 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: cv harquail http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-3674 cv harquail Wed, 15 Sep 2010 17:44:59 +0000 http://AuthenticOrganizations.com/?p=2479#comment-3674 Joe, it sounds awful for you. It's so important for the people deep within the organization to feel pride in their company-- and when that's missing, no amount of tweeting or blogging makes a difference. Thanks for sharing. cvh Joe, it sounds awful for you. It’s so important for the people deep within the organization to feel pride in their company– and when that’s missing, no amount of tweeting or blogging makes a difference. Thanks for sharing. cvh

]]> By: Joe http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-3663 Joe Tue, 14 Sep 2010 14:33:06 +0000 http://AuthenticOrganizations.com/?p=2479#comment-3663 Comcast's culture is the sickest, most toxic one I've ever been a part of, and I couldn't get out quick enough. In short, it is Dilbert. They value numbers only, not quality of service (despite current initiatives) or certainly not their employees. Hardly anyone likes working there, but they continue to do so either because they're not qualified or too scared in this economy. Constant micro-managing IS the norm, across the board. Doesn't matter if you're a "suit" or a tech--you better be prepared to be constantly harassed, lied to and mistreated by your own company. Some actual events that I witnessed: -My boss actually emailed a spreadsheet full of EVERYONE'S annual performance rating out to all his direct reports so we all saw what each other were rated--and everyone who worked for each of us. Wow--never thought I'd see that level of unprofessional behavior anywhere! -A fight on the office floor between 2 employees where the "F" bomb was dropped several times and they almost came to blows. -A salesperson forging a customer's name on a contract. -Deliberate lying about customer's business status and product applications in order to sell to make monthly quota. I could go on and on... So glad to get out--I don't know why anyone would subject themselves to such conditions when there ARE many better opportunities out there. Life is short people, don't waste it working for this company. Comcast’s culture is the sickest, most toxic one I’ve ever been a part of, and I couldn’t get out quick enough. In short, it is Dilbert. They value numbers only, not quality of service (despite current initiatives) or certainly not their employees. Hardly anyone likes working there, but they continue to do so either because they’re not qualified or too scared in this economy. Constant micro-managing IS the norm, across the board. Doesn’t matter if you’re a “suit” or a tech–you better be prepared to be constantly harassed, lied to and mistreated by your own company.

Some actual events that I witnessed:
-My boss actually emailed a spreadsheet full of EVERYONE’S annual performance rating out to all his direct reports so we all saw what each other were rated–and everyone who worked for each of us. Wow–never thought I’d see that level of unprofessional behavior anywhere!

-A fight on the office floor between 2 employees where the “F” bomb was dropped several times and they almost came to blows.

-A salesperson forging a customer’s name on a contract.

-Deliberate lying about customer’s business status and product applications in order to sell to make monthly quota.

I could go on and on…

So glad to get out–I don’t know why anyone would subject themselves to such conditions when there ARE many better opportunities out there. Life is short people, don’t waste it working for this company.

]]> By: cv http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-2238 cv Fri, 04 Dec 2009 21:20:56 +0000 http://AuthenticOrganizations.com/?p=2479#comment-2238 Hi Becki- And who could blame you! Once you (or any customer) finds a way to get real attention for their concern, why try anything else! What your experience points out, too, is how different parts of a company can have such different responses and attitudes...where the folks on Twitter are right there with a solution, and the folks over at formal customer service still send you through the wringer before they drop your call. I heard of the same disconnect with Continental Airlines-- great help on Twitter, frustration on the "live help" at customer service.... Not sure if it's a departmental thing, or a problem with tech adoption, but very interesting.... cvh Hi Becki-
And who could blame you! Once you (or any customer) finds a way to get real attention for their concern, why try anything else!
What your experience points out, too, is how different parts of a company can have such different responses and attitudes…where the folks on Twitter are right there with a solution, and the folks over at formal customer service still send you through the wringer before they drop your call.
I heard of the same disconnect with Continental Airlines– great help on Twitter, frustration on the “live help” at customer service…. Not sure if it’s a departmental thing, or a problem with tech adoption, but very interesting….
cvh

]]> By: Becki (@beckinoles) http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-2236 Becki (@beckinoles) Fri, 04 Dec 2009 20:41:43 +0000 http://AuthenticOrganizations.com/?p=2479#comment-2236 I for one will not contact Comcast by phone again. If I have an issue with my Comcast account, I automatically turn to Frank Eliason and his team via Twitter. Last year I had an issue and I contacted Comcast C/S no less than 5 times. I tweeted about my terrible experience and Frank and his team literally took care of the issue in 20 minutes. It was awesome. I feel bad for those who are not social media savvy, but as they say, the early bird catches the worm. .-= Becki (@beckinoles)´s last blog ..<a href="http://feedproxy.google.com/~r/VaSoapbox/~3/4Y9ZnweQyHU/" rel="nofollow">Be a Better Decision Maker</a> =-. I for one will not contact Comcast by phone again. If I have an issue with my Comcast account, I automatically turn to Frank Eliason and his team via Twitter. Last year I had an issue and I contacted Comcast C/S no less than 5 times. I tweeted about my terrible experience and Frank and his team literally took care of the issue in 20 minutes. It was awesome.

I feel bad for those who are not social media savvy, but as they say, the early bird catches the worm.
.-= Becki (@beckinoles)´s last blog ..Be a Better Decision Maker =-.

]]> By: Allen, ATT Uverse Reviews http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-1811 Allen, ATT Uverse Reviews Thu, 05 Nov 2009 22:04:05 +0000 http://AuthenticOrganizations.com/?p=2479#comment-1811 I've read a similar post and I don't think not everybody is positive about it, but well let's see. They still can't beat the quality of ATT Customer Service. I’ve read a similar post and I don’t think not everybody is positive about it, but well let’s see. They still can’t beat the quality of ATT Customer Service.

]]> By: Is This What Customer Service Will Look Like in the Future? http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-1795 Is This What Customer Service Will Look Like in the Future? Sat, 31 Oct 2009 21:41:18 +0000 http://AuthenticOrganizations.com/?p=2479#comment-1795 [...] Is Twitter is Really Changing Comcast’s Culture?: 7 Signs to Look For (AuthenticOrganizations.com) [...] [...] Is Twitter is Really Changing Comcast’s Culture?: 7 Signs to Look For (AuthenticOrganizations.com) [...]

]]> By: cv http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-1777 cv Tue, 27 Oct 2009 12:50:49 +0000 http://AuthenticOrganizations.com/?p=2479#comment-1777 Frank, Thanks so much for the comment-- and for the offer to direct me to some resources that might have evidence of any or all of these 7 Signs... I'm emailing you now. cvh Frank, Thanks so much for the comment– and for the offer to direct me to some resources that might have evidence of any or all of these 7 Signs… I’m emailing you now. cvh

]]> By: Comcastcares http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-1774 Comcastcares Tue, 27 Oct 2009 02:59:34 +0000 http://AuthenticOrganizations.com/?p=2479#comment-1774 Sorry for some of the iPhone typos! Frank Sorry for some of the iPhone typos!

Frank

]]> By: Comcastcares http://AuthenticOrganizations.com/harquail/2009/10/26/is-twitter-is-really-changing-comcasts-culture-7-signs-to-look-for/#comment-1773 Comcastcares Tue, 27 Oct 2009 02:57:47 +0000 http://AuthenticOrganizations.com/?p=2479#comment-1773 I can actually provided examples of each, including new systems, improvements in Customer satisfaction (still prefer much more improvement, which will come), and overall company changes, including new credo focusing on the Customer experience. We will continue to improve and learn from our Customers. I posted this with my email address if you would like to chat further. Frank Eliason Comcast Senior Director National Customer Operations We_Can_Help@cable. Comcast.com I can actually provided examples of each, including new systems, improvements in Customer satisfaction (still prefer much more improvement, which will come), and overall company changes, including new credo focusing on the Customer experience. We will continue to improve and learn from our Customers. I posted this with my email address if you would like to chat further.

Frank Eliason
Comcast
Senior Director National Customer Operations
We_Can_Help@cable. Comcast.com

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