The Customer Experience Rick Germano Senior Vice President

The Customer Experience Rick Germano Senior Vice President National Customer Operations Comcast April 30, 2010

What Do Our Customers Want? § OCF Over $800 / SUB § 1000 Calls Per Day Per CAE § 88% Efficiency on Technician Work § No Overtime “Not Really. . . But Balance And Resource Management Is Key” 2

What Do Our Customers Expect? § Answer the Phone… Now! § Solve My Problem… Today! § Don’t Waste My Time! “I Love Your Products… I Want To Buy More… But I Am A Little Nervous” Product & Service Reliability Customer Communicati on Customer Confidence & Loyalty 3

1 Million Interactions (Touchpoints) Every Day Of The Year What An Opportunity For - 4

Let’s Change the Game § Yesterday- Reactive § Today – Competition Makes us Stronger § Tomorrow – Proactive; “Think Telephone + Technical Agents In Lab Coats” 5

WIN…WIN § Employees Get More Time & Training & Tools… WIN! § Customers Get Higher Quality Service Delivery…WIN! § Lower the Number of Customer Interactions, Lower Cost…WIN! “We Want Our Customers To Never Leave Us, Buy More Products From Us & Recommend Us To Everybody!” 6

What Should We Do? § Is it tools, technology, training? § Is it performance management? § Is it process improvements…investment? § What about our image, reputation, customer loyalty? 7

The Customer Operations Mantra Lower Phone Calls, Lower Truck Rolls, Better Customer Experience = Healthier Company, Increased Customer Satisfaction & Better Financials ____________________ 1 M opportunities each and every day to positively impact the customer experience and directly improve the company bottom line

The Organization The enhanced involvement and further integration of the LMC & Dispatch Centers is critical to the evolution of the customer experience as we shift to more a proactive & predictive environment. LMC Plant/Headend Dispatch/ Fulfillment Air Traffic Controller Customer Premise Weather CPE Connectors Fittings Customer Want products & services that work and a quality experience, end-to end Customer Service Liaison to customer Supervisor Training Interactive skills Front Counters Time CPE Payments Tools Technician Supervisor Training Interactive skills Time Tools Warehouse CPE Inventory

TACTICS § Dream Big § Bow Tie Awards § Guarantee § Q-Tube CES Scorecard § Dream Series § Increased Bonus TCF § New Credo (+ CES) § Employee Performance (Scorecards) § Utilize Burson & Luntz Research § Town Hall Meetings § TCF Steering Council 10

CREDO. . . 24 x 7 x 365 Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market. 11

Impacts of Customer Satisfaction A clear and strong correlation exists between customer satisfaction and voluntary churn. When looking at video product disconnects, regions with the higher customer satisfaction score have a lower amount of their customers churning voluntarily. As the satisfaction measures continue to dip, the churn levels increase in an inverse relationship. Comcast Proprietary and Confidential

Internet Explosion In recent years, the Internet has exploded and will continue to become an important part of people’s lives. • Online population will double (to 2 billion) by 2012 • Over 200 million online searches happen & 1. 2 million blogs created daily • 73% of active online users have read a blog • 78% of people trust recommendations of other consumers ** Source: Pricewaterhouse Coopers

Comcast. com Customer Central Improved “Contact Us” - Six Ways to Contact Us - Launched Office of Rich Germano - Rick’s Notes from the Road No v De c Jan t Oc Sep Jul Aug Jun Ma y Monthly Volume Office of Rick Germano - 100% increase in email traffic to Rick - Percentage of actionable traffic near 50% Traffic to Rick is steady as we are resolving issues & getting more feedback, which is our purpose. 16

C 3: Customer Care Connect Twitter Followers* Public/Private Tweets* Followers Public/Private Tweets Dec 08’ 9, 196 29, 090 Jan 10’ ~50, 000 ~200, 000 Results • • • Helped approximately 100, 000 in social media since 02/08 Helped approximately 150, 000 in via email since 02/08 "Twitter Elite" Top 100 Scale of efforts increased with growing C 3 team Offered help to customers on over 10, 000 external blogs Considered the leader in social CRM 17

Forums / Communities Overview - Key tool in customer self-service strategy - Leading indicator/early warning system for problems - Interface enhancements to add new functionality and upgrade UI - Open to both video and voice customers - Frank Eliason’s team actively moderates and foster community growth Key Metrics - Receive around 1. 5 Million page views per month - Provide trusted source of information during “crisis” situations (e. g the Comcast. net hi-jacking – 10 X increase in traffic) - Average monthly page views have more than doubled since 2006 18

Corporate Blog Joe Waz Senior Vice President, External Affairs and Public Policy Counsel, Comcast “In the current tough economy, community organizations need all the help they can get. Comcast employees, spouses, and lots of their kids teamed up with community partners to get things done… contributing nearly 350, 000 person-hours to build stronger neighborhoods. ” Comcast. Voices Today: • A credible resource for traditional media • A place for customers to have direct conversations with Comcast • A vehicle for crisis management 19

Buzz Strategy Google search results remain more positive than negative as of December 31, 2009; You. Tube results are 50%50%. December 2009 2008 % Positive Results (Comcast-owned properties, positive news) % Negative Results (negative reviews/news, critical blog posts) Google search for "Comcast" 90% 70% 10% 30% Google search for “Comcast service" 70% 50% 30% 50% You. Tube search for “Comcast" 50% 30% 50% 70% Source/Search Term 20

Customer Operations – WIN! Reduce # of Phone Calls Reduce # of Truck Rolls Improve Quality Improve Customer Experience Lower Cost 21

Closing & Questions