In our book on service design and elsewhere, we often talk about how much people are at the heart of services.
Although branding folk like to speak of products having personalities, your car does not wake up with a hangover, and your iPhone does not hate its boss and act surly with its user all day.
Comcast’s employees insulting customers via address labels exactly illustrates the point. Whoever is in charge of customer experience at Comcast has a problem, but I bet it’s a problem created by management culture more broadly.