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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business by Ted Schadler, Josh Bernoff

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4. delivering groundswell customer service

In June of 2004, I (Josh) was in a midtown Manhattan conference room presenting to six of the men who originally created the cable television industry. One was Ralph Roberts, the founder of Comcast, who can only be described as dapper in his ever-present bowtie. Ralph and his son, Brian, had created the most powerful cable company on the planet.

My job that day was to present ideas about the future of television, but one of my PowerPoint slides showed customer satisfaction levels among different operators based on Forrester’s Technographics consumer surveys. Among major operators, Comcast was at the bottom.1 Ralph cringed as his fellow cable barons looked on.

Three years later, Comcast had swallowed ...

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