The Challenge: Drive Customer Experience Consistency

The Problem

“I need my brand to be recognized and valued both internally and externally”

In 2016, Comcast decided to implement the Net Promoter System (NPS) as part of their ongoing investment in improving their customer experience.  The goal of NPS is to build a culture that is focused on delighting customers and turning them into brand promoters.  Comcast needed support to activate the key program elements of NPS with their front-line leaders and staff.

The Solution

We served as conduit between Comcast Customer Experience team and their global network of representatives. The InnerView team was responsible for:

  • Conducting team huddles and leadership development sessions
  • Creating custom content to assist in adoption of key topics
  • Collecting and reporting on front-line feedback

The Results

3300 +
Huddles and call-back sessions
10000 +
Front-line agents impacted globally
1 +
Improvement in NPS since launch

Because of NPS I now make it a point to sit on the floor with my team. I notice the level of engagement and motivation go up when I celebrate things in real time. Celebrating them when these interactions happen leave them feeling secure and confident in their abilities.”​