Instead of watching helplessly while bloggers beat up on it, Comcast tweets its way to better customer relations
Got a problem with your digital cable or Internet? Operators are standing by to help—on Twitter.
At least, that‘s the case with Comcast, one of the nation’s largest cable companies, which has made Twitter a major part of its social media strategy. Comcast is taking advantage of Twitter’s immediacy to improve customer service and gain credibility in the blogosphere.
Case in point: Last April blogger Michael Arrington related his experience with Comcast on his TechCrunch blog. Frustrated with his inability to get anyone at Comcast to fix a problem that had kept him offline for 36 hours, Arrington blasted the company on Twitter.
The response from Comcast was nearly instantaneous, according to Arrington.