Comments on: ComcastCares is listening — and not only to Michael Arrington http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/ Leading social media conversations Thu, 28 Aug 2008 04:00:15 +0000 http://wordpress.org/?v=2.5.1 By: Daniel http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-204 Daniel Wed, 06 Aug 2008 13:25:38 +0000 http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-204 If anything, this gives Comcast a pretty good hand to play in the social media space. Like it or not, bad customer service seems to be the norm these days, so if there's something -- anything -- a company can do to give customers another touch point, it's a good thing. If anything, this gives Comcast a pretty good hand to play in the social media space. Like it or not, bad customer service seems to be the norm these days, so if there’s something — anything — a company can do to give customers another touch point, it’s a good thing.

]]> By: Communication 2.0 - How Comcast is using Twitter to care - an interview with @ComCastcares, Frank Eliason http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-124 Communication 2.0 - How Comcast is using Twitter to care - an interview with @ComCastcares, Frank Eliason Wed, 25 Jun 2008 14:42:32 +0000 http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-124 [...] Bryan Pearson had a late payment billing issue resolved. [...] [...] Bryan Pearson had a late payment billing issue resolved. [...]

]]> By: Defining The Obvious » Twitter as a customer service tool? http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-123 Defining The Obvious » Twitter as a customer service tool? Sat, 21 Jun 2008 16:57:03 +0000 http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-123 [...] where Comcast has reached out to the blogging community to smooth over some bad spots here and here and others [...] [...] where Comcast has reached out to the blogging community to smooth over some bad spots here and here and others [...]

]]> By: ¡Usa la red para escuchar a tus clientes! 1ra. Parte Cómo aprovechar las herramientas virtuales para hacer inteligencia de mercado http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-101 ¡Usa la red para escuchar a tus clientes! 1ra. Parte Cómo aprovechar las herramientas virtuales para hacer inteligencia de mercado Wed, 28 May 2008 17:12:43 +0000 http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-101 [...] de la compañía y ser contactado en menos de 20 minutos. De igual forma han estado monitoreando blogs y convirtiendo la queja de sus usuarios en oportunidades de marketing y servicio al cliente [...] [...] de la compañía y ser contactado en menos de 20 minutos. De igual forma han estado monitoreando blogs y convirtiendo la queja de sus usuarios en oportunidades de marketing y servicio al cliente [...]

]]> By: Daryl Tay http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-78 Daryl Tay Tue, 29 Apr 2008 06:27:37 +0000 http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-78 I gave the Delta example from Joseph Jaffe's book "Join The Conversation" at a conference two weeks ago. 90% of the room look so shocked that Twitter is something other than something teens use to tell each other what they're eating. I gave the Delta example from Joseph Jaffe’s book “Join The Conversation” at a conference two weeks ago. 90% of the room look so shocked that Twitter is something other than something teens use to tell each other what they’re eating.

]]> By: Ontario Emperor http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-77 Ontario Emperor Tue, 29 Apr 2008 00:27:03 +0000 http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-77 I think the jury's still out. While some have had success with Comcast, others (Dave Winer) have not. And I just heard a story about someone who had problems with JetBlue. It appears that, in many cases, the social media account is just a bolt-on to a customer service system that may be mediocre at best. I will grant that Disqus has outstanding customer service (I like Louis Gray's story the best). However, we need to remember that Disqus is a very small company, much smaller than Comcast or JetBlue. Will they be able to provide such personalized service as they grow? I should also note that Biz Stone once left a comment on a blog post of mine that had to do with Twitter. My blog certainly isn't a leading blog, so Biz should be praised for reaching out. However, this again appeared to be a personal effort, not an institutionalized corporate strategy. If the pundits are right and Twitter is about to grow astronomically, will they be able to respond at all? I think the jury’s still out. While some have had success with Comcast, others (Dave Winer) have not.

And I just heard a story about someone who had problems with JetBlue.

It appears that, in many cases, the social media account is just a bolt-on to a customer service system that may be mediocre at best.

I will grant that Disqus has outstanding customer service (I like Louis Gray’s story the best). However, we need to remember that Disqus is a very small company, much smaller than Comcast or JetBlue. Will they be able to provide such personalized service as they grow?

I should also note that Biz Stone once left a comment on a blog post of mine that had to do with Twitter. My blog certainly isn’t a leading blog, so Biz should be praised for reaching out. However, this again appeared to be a personal effort, not an institutionalized corporate strategy. If the pundits are right and Twitter is about to grow astronomically, will they be able to respond at all?

]]> By: Alpha Mind Blog » Blog Archive » ComcastCares Michael Arrington Tech Crunch Twitter http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-75 Alpha Mind Blog » Blog Archive » ComcastCares Michael Arrington Tech Crunch Twitter Mon, 28 Apr 2008 22:50:53 +0000 http://bryanperson.com/2008/04/28/comcastcares-is-listening-and-not-only-to-michael-arrington/#comment-75 [...] Person  blogs about Comcast’s efforts to use Twitter to improve customer [...] [...] Person  blogs about Comcast’s efforts to use Twitter to improve customer [...]

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