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Comcast uses Twitter to listen and respond
boston.com — One example of how customer service is changing in the age of social media. "The power has shifted, [so] that big companies now have to be worried about one individual with a microphone called a blog."...
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- featherMARIO, on 07/07/2008, -1/+9Old news, but they still haven't responded to this: http://twitter.com/johnnycosmo/statuses/851649504
- PhilaCheesteak, on 07/07/2008, -4/+2110:09 AM: Right now...Twitter still sucks.
- mrsteveman1, on 07/08/2008, -0/+812:27 AM: Twitter uses Digg to respond to criticism
12:30 AM Twitter becomes self aware.....
- mrsteveman1, on 07/08/2008, -0/+812:27 AM: Twitter uses Digg to respond to criticism
- bigtalk6833, on 07/07/2008, -2/+10There are tons of websites out there that offer a place for disgruntled customers to vent their frustrations. When I was working in the travel industry, part of my job responsibility was to check these websites and make sure that our particular location wasn’t showing up on anything, and if they did, to contact the complaining customer and find out what went wrong. I think it’s a great tool. I recently blasted a different cable company for their technician’s inability to show up at all (even after taking off work so I could be there between the suggested hours) and when I didn’t get a proper response, I switched my services to a different provider. There’s always another company out there that can offer more products or better services and there isn’t this problem with being stuck in an offending services area anymore. Companies across the globe have to adapt to a blog sensitive world, and it’s nice to see that a large company is, at least on some level, taking responsibility for their failures.
- vonskippy, on 07/08/2008, -1/+6"There’s always another company out there that can offer more products or better services "
What ***** - get out of the house much? The majority of localized services are a de facto monopoly - you have the choice of a single provider or nothing at all.
Big companies will continue to do what they always do - maximize profits. - eggsovereasy, on 07/08/2008, -0/+4In Nashville there is only Comcast and I wish there was another cable company so I could switch.
- vonskippy, on 07/08/2008, -1/+6"There’s always another company out there that can offer more products or better services "
- bigtalk6833, on 07/07/2008, -9/+0There are tons of websites out there that offer a place for disgruntled customers to vent their frustrations. When I was working in the travel industry, part of my job responsibility was to check these websites and make sure that our particular location wasn’t showing up on anything, and if they did, to contact the complaining customer and find out what went wrong. I think it’s a great tool. I recently blasted a different cable company for their technician’s inability to show up at all (even after taking off work so I could be there between the suggested hours) and when I didn’t get a proper response, I switched my services to a different provider. There’s always another company out there that can offer more products or better services and there isn’t this problem with being stuck in an offending services area anymore. Companies across the globe have to adapt to a blog sensitive world, and it’s nice to see that a large company is, at least on some level, taking responsibility for their failures.
- luv2sor, on 07/07/2008, -1/+36Comcast helps one customer out of millions, brags about it and gets a story on Digg... Awesome PR and they can still go on throttling bandwidth.
- dinostabOMG, on 07/08/2008, -0/+5Aye. Buried.
- jordan314, on 07/08/2008, -0/+4*tries twittering "comcast sucks and throttles bit torrent and ruins ichat video" *
- rahsm3, on 07/08/2008, -0/+2couldn't have said it any better or been anymore concise.
- aflaks, on 07/08/2008, -0/+13If they listened hard enough they'd hear their average user swearing because of the poor service.
- foggygurl, on 07/08/2008, -1/+2Yep, old news, but still bugs me. Now we can't even whine in public without fear of the man
- sixsixsixtimer, on 07/08/2008, -0/+8Net neutrality is a huge issue right now, and Comcast is trying to evade it.
- sideffects, on 07/08/2008, -0/+7I still don't trust Comcast...
- Carv, on 07/08/2008, -1/+7***** Comcast.
- rahsm3, on 07/08/2008, -0/+1Can I get an amen? Now pass the plate!
- layzice, on 07/08/2008, -0/+0Praise the lord and pass the ammunition.
- rahsm3, on 07/08/2008, -0/+1Can I get an amen? Now pass the plate!
- SemiSarcastic, on 07/08/2008, -7/+1Comcast is Satan, and twitter is un-American.
*holds out hand*
100 diggs please! - kookbutt, on 07/08/2008, -0/+14Obviously, this article was written by the Comcast PR department. ***** Comcast. They are a shady company at best especially after the crap they pulled at FCC hearings.
http://www.portfolio.com/news-markets/top-5/2008/0 ...
http://www.philly.com/inquirer/front_page/20080228 ... - crownedgriffin, on 07/08/2008, -0/+3The best customer service in the world won't make up for a horribly delivered product. Even with FiOS in my area, I was more than content to stay with Comcast since their customer service had always been great, but Verizon had pissed me off in the past. Then they started throttling my torrents. So much for that.
- JakeAndersyn, on 07/08/2008, -0/+2Comcast should learn that actively screwing with your customers leads to your customers disliking you. That being said, Twitter makes no darn sense to me.
- PopcornDave, on 07/08/2008, -0/+2Why not? If Twitter craps out for some reason they can blame lost messages and what not on Twitter. Plausible deniability.
- 808ethan, on 07/08/2008, -1/+2Blocking user for submitting corporate propoganda.
Net neutrality, privacy, no-bandwidth caps or GTFO - ShyGuy91284, on 07/08/2008, -0/+1Reminds me of how Newegg now allows manufacturers to respond to comments about their products. I forget what company, but when I was shopping for something there before, I noticed a company that was getting rather low ratings was rebutting making excuses as to why their product was problematic.
- thebrokenlight, on 07/08/2008, -0/+1Searching blogs for disgruntled customers and helping them individually = greatest PR move since "99¢."
- vincenzo7, on 07/08/2008, -0/+1I had a terrible experience moving my service one town over. I twittered to frank at comcastcares twice. I ended up getting credit for all transfer of service charges and a whole month of service credited back due to comcast ***** up. Comcast has their issues, but if you have a problem, I highly suggest msging comcastcares. I had an "excutive" calling me fairly quickly. make no mistake, if FIOS was available in my area i'd be all over that.
- oconnill, on 07/08/2008, -0/+0comcast also uses a monopoly on any nieghborhood you live in.
- Jpardue, on 07/08/2008, -0/+3Comcast's new marketing slogan...
One moment please..
This channel should be available shortly - opticalnoise, on 07/08/2008, -0/+0I know you are watching this page Dell, you have come after me again and again with your 'Customer Advocates'. Just leave us alone!
- alanr19, on 07/08/2008, -2/+1yeah its very modern and headline worthy, but their products, service level, pricing and reliability suck ass.
Their little Twitter stunt can go eat a dick. - perot9296, on 07/08/2008, -0/+2"Comcast has also set up teams of employees who are encouraged to click around social networks or online forums."
Yeah so they can try to act like people that love comcast or to try to minimize the damage that valid complaints have on the internet.
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