“I’m down like your Internet connection”: customer service counts

with 1 Comment

CHELSEA — I realised yesterday that I have not lived in North America for more than a decade. So it’s hard for me to fully understand what companies like Verizon and Comcast are all about. But even from this distance it’s clear they’re having trouble with service delivery.

A few years ago I found this brilliant series of YouTube videos called “the Comcast guy is asleep on my sofa.” They still hold a special place in my heart.

Today I read about M.I.A.’s new song “I’m Down Like Your Internet Connection”. Written based on the singer’s experience with Verizon. Apparently she even gets some employees to sing the chorus.

What failures of technology and service make this kind of thing possible?

Unfortunately you can’t say that they are one-off situations, because they ring true with so many people.

Customer experience — particularly in the telecoms businesses — is so important. Here in the UK, companies like T-Mobile, Orange, O2 and Vodafone will do almost anything to keep people.

There are some fairly straight-forward technology, change and communication issues that can be ironed out quite easily in most businesses.

Get on it.


Download PDF

Download PDF

One Response

  1. Connect 4 Free

    I guess thats what happens when there’s a lot of competition. Apparently Americans don’t have that much to chose from so the companies do whatever. Unlike the UK where there are 4 major players and other smaller players trying to get into the game.

    Go figure.

Leave a Reply

11 − five =