I recently emerged from a hellish customer service experience courtesy of Comcast. The ordeal went on for about six weeks. But its details and lessons are for another blog. This one is a study in contrasts of two leaders.
The final Comcast technician I dealt with, the one who ultimately pulled me out of my nightmare, told me a story about Gerry Lenfest.
Over fifteen years Lenfest built a small cable company into Lenfest Communications with 1.3 million subscribers. In mid 1999 he sold it to AT&T who within hours put in place an arrangement to sell it to Comcast. This sale was finalized in January 2000.
