COMCAST joins the conversation
Posted by Steffen Stäuber
COMCAST is the largest US cable provider and they really has some major problems with their customer service. The company was ranked at the very bottom of the most recent American Customer Satisfaction Index and angry consumers even launched their own site called ComcastMustDie.com to complain about them.
But now they start to do something about it and trying to reach out to customers online. COMCAST has set up a online unit that uses tools to monitor public comments on blogs, message boards and social networks for any mention of Comcast.
If Frank Eliason, digital care manager at Comcast sees a complaint, he contacts the source to try to defuse the problem.
“When you’re having a two-way conversation, you really get to clear the air,” Mr. Eliason said.
In just about five months they have reached out to well over 1,000 customers online.
It´s really interesting to see how social media becomes more and more relevant for any company to serve their customers needs. For example Southwest Airlines answers customer questions about ticket prices and flight by using Twitter.
I hope to see more companies that try to have a real dialog with their customers. And let´s see perhaps COMCAST also leaves a comment on my blog.
Read the full NY Times article here: Griping Online? Comcast Hears and Talks Back
Tags: comcast, conversational marketing, customer revolution, customer service, social media
30. März 2010 um 08:37
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