Having just read this article from the New York Times, about Comcast's Digital Care Manager responding to bloggers and using twitter, I assume that Frank Eliason is the exec mentioned in my previous posting on this subject. If he is, I am impressed by his commitment to his role and customers, he deserves praise (and hopefully the rewards for managing a growing team with an increasing profile).
Note:
You can use http://www.twitterscan.com/ to freely monitor the conversation across http://www.twitter.com/ and even have an RSS feed provided.
Showing posts with label comcast. Show all posts
Showing posts with label comcast. Show all posts
Friday, July 25, 2008
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.
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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