Comcast Hiring 5,500, As Part Of Customer Service Improvement

CHICAGO – Comcast’s unhappy customers finally have gotten through to the nation’s largest cable television company.

Comcast Corp. said Tuesday that it would hire 5,500 additional customer-service workers in the United States and hundreds of new service technicians, as part of a broad plan to improve its poorly rated service operations. The company has been bashed nationwide by cable and Internet subscribers as unresponsive and rude.

CEO Brian Roberts told reporters that the customer backlash had served as a “rallying cry to rethink how we do business.”

The cost to execute its “aggressive” customer service improvements will be on top of $300 million Comcast has invested in recent years in service upgrades, company officials said.

Read more at http://www.philly.com/philly/business/20150506_Cable_leader_admits_the_downside_of_being_disliked.html#CbSPg5D4sPheVYyd.99

McDonald’s Fighting To Be ‘Relevant’ To Customers

English: McDonalds’ sign in Harlem. (Photo credit: Wikipedia)

NEW YORK (AP) – McDonald’s is losing customers, as the world’s biggest hamburger chain struggles to attract diners with its higher-priced sandwiches and new offerings like Mighty Wings.

“We’ve lost some of our customer relevance,” CEO Don Thompson conceded Thursday on a call with analysts.

The Oak Brook, Ill.-based company reported disappointing sales for its fourth quarter, as fewer customers visited its established restaurants. Guest counts at those locations fell nearly 2 percent globally and 1.6 percent in the U.S. in 2013, according to a regulatory filing. And McDonald’s expects some challenges to persist this year.

To win back traffic, Thompson said the chain will focus on speedier service, better value offerings and raising “awareness around McDonald’s as a kitchen and a restaurant” that prepares high-quality food. It’s expanding prep tables and plans to beef up staff during peak hours for better execution. It is also bringing in a new U.S. marketing chief, Deborah Wahl, formerly with homebuilder PulteGroup and automakers Chrysler and Ford.

Read more at http://www.philly.com/philly/business/20140123_ap_bf88b84942524b098876eaadaaceb5c9.html#O7wv3H47Mq1BqTbV.99

Dingy LaGuardia Airport To Undergo $3.6 Billion Makeover

An aerial view of LaGuardia Airport (Photo credit: Wikipedia)

NEW YORK — Dark, dingy, cramped and sad. These are some of the ways travelers describe LaGuardia Airport, a bustling hub often ranked in customer satisfaction surveys as the worst in America.

“It does not represent what people think of when they think of New York and Broadway shows and glamour. It’s not very pretty,” said Layla House, a sales manager for a medical supply company who travels from her home in Bullard, Texas, to New York at least six times a year.

That’s about to change.

Gov. Andrew Cuomo recently announced the state is taking control of an ambitious $3.6 billion construction project that envisions a new central terminal at LaGuardia, with vast open spaces, restaurants, shopping plazas, new parking garages, free Wi-Fi and other amenities now common in other airports. Cuomo wants to develop a plan to upgrade cargo operations at nearby John F. Kennedy International Airport.

Read more: http://triblive.com/business/headlines/5448305-74/laguardia-york-airport#ixzz2qxotiKau
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