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I think we can all relate to bad customer service from big utilities like the phone and cable companies (when I lived in Philadelphia, I had PECO, Time Warner, and Verizon all on speed dial), but you have to hand it to one 75-year-old woman from Northern Virginia who literally smashed up a customer service center with hammer. Read the story for yourself.

The lesson here is obvious: customer service! Brands that invest in customer service will avoid this sort of PR nightmare and the ensuing exodus that is sure to follow. The problem, of course, is that big huge companies think of customer service as a four-letter word. They really seem to tack it on as an afterthought, just to say “of course we do customer service”. However, I got to thinking, does Comcast say anything about customer service?

Most technology companies will of course tout their gear and the features — in this case the Comcast Triple Play, with fiber optics, and high-speed blah blah blah. But as a utility, they’re missing a huge opportunity to connect with the customers and to become “the nice cable people”. Why do folks choose Apple over Dell? It has a nothing to do with technology, and everything to do with being humans. Get your game together, Comcast, or there will be hammers a-flying around the country.

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