| Twitter monitoring is a PR function; not a cust svc function Companies monitor Twitter to head off public relations disasters and not to improve customer service. They want a jump on any bad press reports that may result from a thread on Twitter that catches the notice of main stream media reporters.
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My BLOG .. .. Internet News .. .. My Web Page |
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 DogfatherPremium
join:2007-12-26
Laguna Hills, CA | And they do that by fixing (or trying to fix) the problem for those customers. How dare they. |
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 BSD24Tier 4Premium
join:2008-04-30
Middleboro, MA
1 edit | reply to fAcEtIOUs
said by fAcEtIOUs:Companies monitor Twitter to head off public relations disasters and not to improve customer service. They want a jump on any bad press reports that may result from a thread on Twitter that catches the notice of main stream media reporters. TK - I doubt Comcast is trying to head off PR disasters on Twitter. The truth about Comcast as a corporation, is they do care what the customers think. Although they may not always be the best or the surveys of a few thousand may show they are the worst - the truth is usually not visible to the consumer. This is why people are left to draw their own opinions. Many of which are inflated. And as most people know angry customers are usually heard 1000X more than the few happy customers that may never even speak up to say they are a happy customer.
But if Comcast can see customer's complaints on these sites, they can find ways to improve those customer's experiences and better themselves in the way of customer service. Good companies will listen, bad companies will not. |
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 Jodokast96Stupid people really piss me off.Premium
join:2005-11-23
Erial, NJ
kudos:2 | Got to agree with TK on this one (God, how often does that happen, lol). If their satisfaction ratings weren't so far down the shitter, wouldn't care one bit about what someone posted there. But they can not afford yet another Comcast blew up my house/ fell asleep on my couch/ killed my dog/ made granny go nuts with a hammer PR disaster. Ironically, the one time I had to deal with their support (for someone else; I'm a Verizon customer), I found them quick, to the point, and right on money. Was a big difference compared to the Verizon DSL support, which I refuse to contact (with the exception of the Verizon Direct forum here). |
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DogfatherPremium
join:2007-12-26
Laguna Hills, CA | So regardless of anything else Comcast does, is them helping people on twitter good for those customers or bad for those customers? |
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Jodokast96Stupid people really piss me off.Premium
join:2005-11-23
Erial, NJ
kudos:2 | Sure it's good for those customers. But until things are good for the majority of them, it really doesn't matter. Until that time, I see this as nothing more than Comcast drawing attention away from the bulk of the problem just so they can say, "hey look, see we do care." Classic PR move, not a customer service one. |
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BSD24Tier 4Premium
join:2008-04-30
Middleboro, MA
4 edits | said by Jodokast96:Sure it's good for those customers. But until things are good for the majority of them, it really doesn't matter. Until that time, I see this as nothing more than Comcast drawing attention away from the bulk of the problem just so they can say, "hey look, see we do care." Classic PR move, not a customer service one. Did you also know that Comcast has an official "Comcast Cares Day" every year where thousands of employees give up their time to help out their communities.
That story was in the paper. Comcast cares about the community, its customers and its employees. |
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Jodokast96Stupid people really piss me off.Premium
join:2005-11-23
Erial, NJ
kudos:2
1 edit | No, but then again, it's somewhat old news. The Philadelphia Inquirer ran it as a front page, multi page (3 I believe) article several months ago. Then again, I don't recall seeing much of the negative stories on TV either, but they were all over the net. It's on the net where their catching the flak, so it only makes sense that's where they to try to fix it. |
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DogfatherPremium
join:2007-12-26
Laguna Hills, CA
1 edit | Whatever gets help to those customers even if it's them being a squeaky wheel. |
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BPremium,MVM
join:2000-10-28 | reply to Jodokast96
Uh, yeah... of course. It's "only" PR, and I think it's a good idea.
It's just one guy (and as I mentioned above not a very good one). His role is obviously PR and that's not necessarily a bad thing.
-- B
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In a realm outside causality and function |
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Jodokast96Stupid people really piss me off.Premium
join:2005-11-23
Erial, NJ
kudos:2 | reply to Dogfather
So as long as a few customers are happy, screw the rest? Whether or not that's what you are saying, that's pretty much what is happening here. |
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BSD24Tier 4Premium
join:2008-04-30
Middleboro, MA | reply to Jodokast96
Well I agree that many companies need to improve their customer service, especially those companies that moved overseas. I wish more companies would pay attention to us consumers. |
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Jodokast96Stupid people really piss me off.Premium
join:2005-11-23
Erial, NJ
kudos:2 | said by BSD24:Well I agree that many companies need to improve their customer service, especially those companies that moved overseas. I wish more companies would pay attention to us consumers. Don't we all. I just wonder how much money these companies that outsourced will have really saved in the end when they need to start bringing those jobs back over. |
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DogfatherPremium
join:2007-12-26
Laguna Hills, CA
4 edits | reply to Jodokast96
So because they can't seem to fix their systemic customer service problems that has their CS ratings in the toilet, they should not bother to help anyone at all? Comcast is damned if they do and damned if they don't.
I thought at first this is a PR stunt but we keep seeing more and more customers being helped with this outreach.
Every small thing helps and kudos to Comcast for helping these customers even if they don't warrant kudos for the rest of their customer service. All ISPs should do this proactive monitoring. |
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BPremium,MVM
join:2000-10-28 | reply to BSD24
You're really going too far there. "Comcast cares about the community, its customers and its employees"? You can't be serious. It's a corporation whose sole reason for existence is profit. If it behaves ethically and responsibly, great, but saying with a straight face that they "care about customers" is like saying your car cares about you.
-- B
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In a realm outside causality and function |
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Jodokast96Stupid people really piss me off.Premium
join:2005-11-23
Erial, NJ
kudos:2 | reply to Dogfather
I'm not saying that at all. But to heap praise on them for doing it? Nonsense! Fix the real freaking problem, not try this band-aid BS and try to pass it off as the fix. |
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DogfatherPremium
join:2007-12-26
Laguna Hills, CA | I don't see the big praise but I do see a lot of people dismissing it as PR.
Sure, they should try and get their act together but when they do something right, they deserve the kudos for it. |
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BSD24Tier 4Premium
join:2008-04-30
Middleboro, MA
1 edit | reply to B
said by B:You're really going too far there. "Comcast cares about the community, its customers and its employees"? You can't be serious. It's a corporation whose sole reason for existence is profit. If it behaves ethically and responsibly, great, but saying with a straight face that they "care about customers" is like saying your car cares about you. -- B I'm just adding something to the topic... Since that was also in the newspaper only a month or so ago. My view is that customer service always has room for improvment, some companies don't care and go overseas. Some realize that customers are frustrated by such a move and therefore keep their support in the US, which does cost more in most cases as far as labor. My view is their customer service is better than others. I don't trust the source of the survey, especially when I was never asked and no one I know personally participated in such a survey. But that is my opinion/view. Everyone has the right to one.
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BSD |
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 RobIn Deo speramus, God Bless the USAPremium
join:2001-08-25
Kendall, FL
kudos:2 | reply to fAcEtIOUs
said by fAcEtIOUs:Companies monitor Twitter to head off public relations disasters and not to improve customer service. They want a jump on any bad press reports that may result from a thread on Twitter that catches the notice of main stream media reporters. Of course it's a PR stunt. Anything that has to do with improving customer service is a PR stunt. But that doesn't take away from the fact that the twitter service has helped customers. It's a win/win solution - Good PR for Comcast, and Customers get their problems resolved. |
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BPremium,MVM
join:2000-10-28 | Further down in the parent thread the twitterer himself mentions that it's NOT in fact PR and that all the people involved are customer service staff.
I take him at his word. Either way, if the effect is to help customers it's a good thing.
-- B
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In a realm outside causality and function |
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