Comcast Monitors Experience Through Blogs, Twitter & Other Social Media
Certainly many of us remember 2006, when Comcast made headlines when one of their employees fell asleep on a customer's couch. The video has been viewed nearly 2 million times and was a powerful example of what can happen when the brand fails to deliver the experience.
Well, according to Steve O’Hear at ZD Net, Comcast may have learned from that public relations nightmare. According to Steve, Comcast is now monitoring Twitter, blogs and other social media. Steve writes, "Have a complaint with cable company Comcast? Don’t bother calling their helpline: Instead write a blog entry or, better still, send a ‘tweet’ or two via Twitter threatening to “expend significant energy over the next three weeks trashing Comcast.”
A recent example of what Comcast is doing is outlined by TechCrunch founder and co-editor Mike Arrington, after his Comcast broadband connection went down for 36 hours. “Within 20 minutes of my first Twitter message I got a call from a Comcast executive in Philadelphia who wanted to know how he could help”,"Shortly thereafter, the cable company sent out a team to fix Arrington’s connection and “apologized profusely”, which, as the TechCrunch editor notes, “is great for me but doesn’t help the other customers who don’t think to complain publicly about the company.”
In the post, Steve asks whether or not the company would have been so responsive, if it hadn’t had the complaint from an “A” list blogger. Only time will tell. But certainly, Comcast is starting to do what all companies need to – they are monitoring the blog world and Twitter to identify and flag possible “brand implosions”. Let us know your thoughts.
