Ep. 140: Comcast’s Charlie Herrin | How Follow-up Calls Can Inspire Change


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By Bain & Company, Rob Markey, Company partner, and Customer experience expert. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

Follow-up calls offer an opportunity to hear real customers describe, in detail, the things that make them love your company, or not. And they can involve senior executives in learning what it’s like to be an average customer or an average frontline employee—to get out of the mindset of “corporate” and into the world where customers interact with your company every day.

In this episode, Rob Markey continues his conversation with Charlie Herrin, Comcast’s chief customer experience officer, who has been leading Comcast’s multiyear Net Promoter turnaround. He discusses some of the most important drivers of culture change there.

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