Yesterday was an interesting day regarding customer service. First, I sent a Twitter tweet about my Comcast digital voice service not working correctly. A few hours later I received a reply by a Comcast customer service rep with instructions about how to possibly fix the problem. The strange thing is that I did not request assistance, and the rep was not one of my Twitter friends; he was randomly surfing Twitter, or Comcast has some type of web crawler that automatically searches for mentions of Comcast in tweets. I suppose I should be happy about this, but it was weird.
Later in the day I got takeout from D'amico. The cashier asked if I had a takeout punchcard: after 5 entrees the next one is free. I did not even know about this, so it was great to be told about it. Thanks D'amico!
Posted by wrjacobs at July 12, 2009 1:43 PMI agree, Biker Jacket. The first time this happened surprised me. The next time won't be so strange.
Posted by: Walt at July 28, 2009 4:55 PMAlthough it may seem weird to you, it's actually very good business sense on the part of Comcast. Twitter is showing itself to be THE NEXT BIG THING in social marketing. A company the size of Comcast should make a point of having people scan the "tweets" for any problems, and then try to solve those problems.
Other people will then see those "tweets", and develop the impression that Comcast is a company that cares and works hard for their customers.
Posted by: Biker Jacket at July 19, 2009 11:45 PM