The Consumerist posted an article that’s been getting lots of great feedback in response to our co-author Don Pepper’s recent piece in Fast Company. The Consumerist Deputy Editor Chris Morran looks at Don’s description of his customer experience with Comcast and how they missed an opportunity to apply the principles of extreme trust (i.e. proactively helping their customers) before asking the big question: Should Cable Companies Proactively Credit Accounts For Outages?
There’s that old question that asks: If a tree falls in a forest and no one is around to hear it, does it make a sound? But in the world of Consumerist, a more appropriate query might be: If the cable goes out for a few hours and customers don’t notice, should they get refunds anyway?