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Brian L. Roberts

Comcast's aim: Making you happy

PHILADELPHIA The conference calls begin at 9 a.m. sharp each Monday on the 22d floor of the Comcast Center. There was Charlie Herrin, the head of customer experience in jeans and a blazer, at the table leading the call of about 30 executives and managers, seeking to ease customers' frustrations. This was the new base for a reimagined Comcast, one in which its millions of subscribers are happy and the company anticipates problems before they go viral. First up on a recent Monday was a discussion of Comcast bills. The company's cable system in Portland, Ore., had mailed out new streamlined ones as a beta test. Local officials in Portland seemed encouraged by the reception: There...