Comcast priorities: Think like the customer, reward the lobbyists

Comcast (Nasdaq: CMCSA) wants to know how its customers see things.

"We've organized around the customer experience and we put someone in charge of looking at things from the customer view, not from the various functional views," Comcast Cable Communications President Neil Smit said at the Deutsche Bank Media & Telecom Conference.

The MSO, Smit said, actually has too much contact with its customers.

"We're communicating too much with them. There's really room for improvement there as we look at things much more from a customer perspective," he said.

In Washington, where the Philadelphia-based Comcast expends an inordinate amount of resources, the MSO promoted its top two lobbyists. Kathy Zachem is the new senior VP for regulatory and state legislative affairs and Melissa Maxfield is now senior VP for congressional and federal government affairs. Both were instrumental in helping Comcast get the government OK to take over NBCUniversal.

For more:
- listen to this webcast
- The Hill has this story

Related articles:
Customer service vexes traditional cable as competing technologies crowd in
Oh poo! Consumerist sends Comcast 'worst company' trophy
Comcast lobbying push may tack on $100 million to NBC Universal acquisition

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