Comments on: Does Comcast really care? http://www.churbuck.com/wordpress/2009/07/does-comcast-really-care/ Commentary on media, technology, marketing and clamming strategies Wed, 08 Sep 2010 23:58:57 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Joseph Kingsbury http://www.churbuck.com/wordpress/2009/07/does-comcast-really-care/comment-page-1/#comment-745972 Joseph Kingsbury Wed, 22 Jul 2009 22:16:20 +0000 http://www.churbuck.com/wordpress/?p=2961#comment-745972 Does it make customers happier? For a select few, yeah. Of course that's a drop in the bucket for a company like Comcast with millions of customers but of all the people they piss off (surely lots), appeasing those who would otherwise be blogging, tweeting and generally moaning (let's call them, er, influencers) is smart. But on balance, I don't think they're putting huge dents in overall customer satisfaction. They're getting to the squeaky wheels which has its own value. Joseph Kingsbury, Text 100 Does it make customers happier? For a select few, yeah. Of course that’s a drop in the bucket for a company like Comcast with millions of customers but of all the people they piss off (surely lots), appeasing those who would otherwise be blogging, tweeting and generally moaning (let’s call them, er, influencers) is smart.

But on balance, I don’t think they’re putting huge dents in overall customer satisfaction. They’re getting to the squeaky wheels which has its own value.

Joseph Kingsbury, Text 100

]]> By: Ian Sohn http://www.churbuck.com/wordpress/2009/07/does-comcast-really-care/comment-page-1/#comment-743570 Ian Sohn Thu, 09 Jul 2009 19:00:41 +0000 http://www.churbuck.com/wordpress/?p=2961#comment-743570 I've posited for quite some time now (mostly in my own head) that there are a lot of companies with really bad products or services that are getting the benefit of the doubt because they are on Twitter. Ok, all things being equal I would rather deal with a company with an active and engaging Twitter presence than one without. But I'm not going to let @companyX make up for consistently horrible experiences just because they're "listening." Do something - MAKE IT RIGHT. Talk is great, but talk is cheap if you can't fix stuff. I’ve posited for quite some time now (mostly in my own head) that there are a lot of companies with really bad products or services that are getting the benefit of the doubt because they are on Twitter.

Ok, all things being equal I would rather deal with a company with an active and engaging Twitter presence than one without. But I’m not going to let @companyX make up for consistently horrible experiences just because they’re “listening.” Do something – MAKE IT RIGHT. Talk is great, but talk is cheap if you can’t fix stuff.

]]> By: Mark Cahill http://www.churbuck.com/wordpress/2009/07/does-comcast-really-care/comment-page-1/#comment-743546 Mark Cahill Thu, 09 Jul 2009 16:56:13 +0000 http://www.churbuck.com/wordpress/?p=2961#comment-743546 Ours went out - 100% no service - with Verizon last week. 2 days to fix, during which time we realized we don't need the land line. If my Luddite wife can get by without a land line, then the phone companies really are on the down side of the mountain. Ours went out – 100% no service – with Verizon last week. 2 days to fix, during which time we realized we don’t need the land line. If my Luddite wife can get by without a land line, then the phone companies really are on the down side of the mountain.

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