Comments on: Is Twitter is Really Changing Comcast’s Culture?: 7 Signs to Look For

By: cv

cv — Fri, 04 Dec 2009 21:20:56 +0000

Hi Becki-
And who could blame you! Once you (or any customer) finds a way to get real attention for their concern, why try anything else!
What your experience points out, too, is how different parts of a company can have such different responses and attitudes…where the folks on Twitter are right there with a solution, and the folks over at formal customer service still send you through the wringer before they drop your call.
I heard of the same disconnect with Continental Airlines– great help on Twitter, frustration on the “live help” at customer service…. Not sure if it’s a departmental thing, or a problem with tech adoption, but very interesting….
cvh

By: Becki (@beckinoles)

Becki (@beckinoles) — Fri, 04 Dec 2009 20:41:43 +0000

I for one will not contact Comcast by phone again. If I have an issue with my Comcast account, I automatically turn to Frank Eliason and his team via Twitter. Last year I had an issue and I contacted Comcast C/S no less than 5 times. I tweeted about my terrible experience and Frank and his team literally took care of the issue in 20 minutes. It was awesome.

I feel bad for those who are not social media savvy, but as they say, the early bird catches the worm.
Becki (@beckinoles)´s last blog ..Be a Better Decision Maker

By: Allen, ATT Uverse Reviews

Allen, ATT Uverse Reviews — Thu, 05 Nov 2009 22:04:05 +0000

I’ve read a similar post and I don’t think not everybody is positive about it, but well let’s see. They still can’t beat the quality of ATT Customer Service.

By: Is This What Customer Service Will Look Like in the Future?

Is This What Customer Service Will Look Like in the Future? — Sat, 31 Oct 2009 21:41:18 +0000

[...] Is Twitter is Really Changing Comcast’s Culture?: 7 Signs to Look For (AuthenticOrganizations.com) [...]

By: cv

cv — Tue, 27 Oct 2009 12:50:49 +0000

Frank, Thanks so much for the comment– and for the offer to direct me to some resources that might have evidence of any or all of these 7 Signs… I’m emailing you now. cvh

By: Comcastcares

Comcastcares — Tue, 27 Oct 2009 02:59:34 +0000

Sorry for some of the iPhone typos!

Frank

By: Comcastcares

Comcastcares — Tue, 27 Oct 2009 02:57:47 +0000

I can actually provided examples of each, including new systems, improvements in Customer satisfaction (still prefer much more improvement, which will come), and overall company changes, including new credo focusing on the Customer experience. We will continue to improve and learn from our Customers. I posted this with my email address if you would like to chat further.

Frank Eliason
Comcast
Senior Director National Customer Operations
We_Can_Help@cable. Comcast.com