I was listening to this today with some members of my team who were working on developing a retention tool and we were cringing, banging our heads on our desks, and overall learning everything not to do in terms of a retention program.
Comcast pays agents for every customer 'save' or upgrade. Without it, they basically make pennies on the dollar. They also have a reputation for being so hard on their customer service reps that people get desperate and do anything to keep their jobs such as cramming products on accounts, faking 'saving' customers by changing billing addresses to fake addresses so the customer thinks it is disconnected until they get a call from a collection agency, and basically making it almost impossible to disconnect their account.
