As Comcast Business (Nasdaq: CMCSA) ramps up its presence in the medium and large business market segments, the stakes to ensure customer satisfaction have gotten obviously much higher. FierceTelecom this week profiles the efforts of Tracy Pitcher, senior vice president, SMB Operations for Comcast, who has developed continuous improvement model as part of its overall customer experience management mindset. This model, according to Pitcher has enabled the service provider to continually drive down churn every year since it entered the business market in 2007. Read more...
