Customer Service 2.0: Clients become brand managers

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Comcast Corp. scored a public relations coup in April when an executive responded within 20 minutes to complaints about a cable outage posted by a prominent blogger on a micro-blogging site.

Michael Arrington said that a top official from the Philadelphia-based cable company responded to his post and made sure that a technician was dispatched to fix the 36-hour outage.

Comcast is one of several large companies that have recently started using Web 2.0 tools to monitor blogs and social networks to discover user concerns. The companies are also using such tools to communication with and learn from customers, analysts and executives said.

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