Comcast Wins by Engaging the Right People on Twitter

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I read an interesting article in the Boston Globe yesterday about a disgruntled Comcast customer, C.C. Chapman, who Twittered a complaint about his TV reception and got some stellar customer service. Within minutes a Comcast customer service rep contacted him on Twitter and within a day he had a technician at his house to fix the problem. This quick response turned this disgruntled customer into a brand evangelist almost overnight; the Boston Globe caught wind and created a little bit of a buzz regarding Comcast's customer service. Come to think of it, this could be the first time I've ever seen a positive story about Comcast on Digg's homepage. This was a huge win for Comcast as their reputation online has been less than enviable to say the least.What I find significant about this story is not the fact that they responded so quickly but who they responded to; C.C. Chapman knows his way around the web and when he talks, people listen. He runs his own marketing agency, The Advance Guard, as well as a number of very popular podcasts including the award winning Accident Hash. As you can imagine, this guy has a lot of reach online. I would be pretty surprised to learn that they addressed his complaint by chance considering that another tech blogging power-house, Michael Arrington, had the exact same experience a couple of months earlier. [More]

Full article at: http://feeds.feedburner.com/~r/seo-and-usability/~3/330285041/Comcast-Wins-by-Engaging-the-Right-People-on-Twitter

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Channel Title: VKI Studios Blog
Channel Description: VKI Studios Blog - Professional Internet marketing and Website Usability Studies. More traffic, higher conversation rates, call VKI Studios today (866) 733-8899.
Channel Link: http://blog.vkistudios.com/index.cfm
Time added to seo24 archive: 01:10:14 - 10/07/2008 - Current server time: 17:57:59
seo24 Category: Search Engine Marketing