Should companies be looking at Twitter to enhance their customer service initiatives? It seems that Comcast has developed a successful plan to “twitter” its way to a more personal and successful strategy in customer service.
The important part of this initiative was to develop a plan of action; first monitoring Twitter, and then implementing a strategy that would benefit both the customer experience and the Comcast image. According to Comcast it is working, with 10 Comcaster’s Twittering daily to resolve problems and issues on a personal level. The Comcast account on Twitter is @comcastcares.
· Outline your goals
· Give it a face
· Monitor constantly
· Use the available tools
I have always felt an easy, fast, personal, and no-nonsense approach to customer service is always a “win-win” with customers and companies.