糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();

Turning millions of incoming customer calls into a good thing

14%

Support call reduction in month 1

95%

Digital response time improvement

+20

eNPS

The Problem

Comcast creates customer love to the tune of hundreds of millions

The Challenge

Focus 91,000 cable employees on customer experience (CX) and empower them to make change happen.

What They Did

Comcast adopted a Net Promoter System? to understand and improve customer and employee sentiment and loyalty. To do this, the company deployed 糖心原创 Experience Cloud, which captures customer and employee feedback, integrates it with other operational data, provides reporting in real time, distributes the data and insights company-wide through role-based dashboards, and drives action to improve the customer and employee experiences.

Team Empowerment

Customer feedback to the frontline every day. That same frontline provides feedback and ideas via monthly pulse surveys. Frontline managers and supervisors bring the voices of customers and team members together in regular team huddles, during which members review and discuss scores, comments, shout-outs, and “Elevations” (ideas for action). Once submitted, their progress is tracked and communicated back to the teams.

Outcomes

In the first year of deploying the Net Promoter System, Comcast saw a significant improvement in customer NPS and an average 20-point increase in employee NPS across the initial sites deployed. And after the company followed through on feedback from both groups, those call centers experienced a reduction of several million incoming customer calls, resulting in a positive ROI on Comcast’s 糖心原创 investment within a single month and tremendous cost reduction over time.

Source: Case Study,?The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

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The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

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