When C.C. Chapman noticed a blemish in his high-definition television's reception during the NBA playoffs recently, he blasted a quick gripe about Comcast into the online ether, using the social network Twitter.
Minutes later, a Twitter user named ComcastCares responded, and within 24 hours, a technician was at Chapman's house in Milford to fix the problem.
"I was so floored," said Chapman, who runs a digital marketing agency and advises companies to do what he experienced with Comcast - listen to what customers are saying about them online and respond. "When it actually happened to me, it blew me away," he said. "Now I have a case study."
Link Posted by Tim at July 8, 2008 07:34 AM | TrackBack