Monday, June 16, 2008

Comcast manager responds to blogger

A Comcast exec has caused a customer service revolution by replying to a prominent blogger within minutes of them complaining:
http://www.thestandard.com/news/2008/05/28/customer-service-2-0-clients-become-brand-managers

Seen by some as brave, others as fool-hardy and others as a great step forward in customer services.. Comcast found out about this issue when monitoring blogs and social networks to track customer dialogue. What it obviously doesn't do is replace your existing company customer service offering, but along with customer forums and other tools, you can definately have a better idea about customer questions and issues.
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