I was looking over my credit card bill today and I noticed a charge from “CC of COATESVILLE” on a day that I did not use my credit card. Not having any idea what this was, I was a bit freaked out. Did somebody nick my card and charge a game of golf in C’ville to me? So I called Chase to find out more — and the CS operator had a phone number: 1-800-COMCAST. Oh! Comcast Cable of Coatesville! My automatic bill pay — how could I not have figured that out? (Yeah, right)

This is the type of “customer experience” issue that often gets overlooked. It’s just a credit card bill, right? Not at all — a company must realize that every time they interact with the customer in any way, they run the risk of creating a negative experience. Because of their lack of customer focus on this issue, I had to take time out of my busy day to call Chase. Had they taken a minute to realize that “Comcast” makes a lot more sense than “CC of Coatesville” on my bill, they would have saved me a real headache (and I wouldn’t have had these negative feelings towards the company).