Comcast Asks the Customer for the Right Answer

I read an interesting CRM-related announcement today by Comcast, which is planning on limiting the amount of data subscribers can download and upload each month. Starting on October 1st, the company will allow users 250 gigabytes of traffic per month, reserving the right to cut off subscribers who use too much bandwidth. Curbing the top users is necessary to keep the network fast for others, the company has said.

In the past, Comcast had limited subscribers who used too much bandwidth, but without specifying exactly what constitutes excessive use. What’s interesting though is the fact that Comcast went to their customers first to find out what could be deemed an acceptable threshold. Those customers that go over the limit are contacted by the company and asked to curb their usage; which most do voluntarily.

Comcast underlines an important CRM point for service providers. Despite a befuddled policy in previous years over data usage, Comcast simply went to the customer for the right answer. The result is a clear and concise corporate message to customer from across the company and a willingness by consumers to voluntarily curb their usage via correcting an otherwise muddled policy…or at least until the can upgrade their network from this:

Comcast Screwed up Cables by dmuth.

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