Image via CrunchBase
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.
4 Steps:
· 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.
Founder of Broadband Convergent, a Broadband-Mobile-Cable-Wireless-Telecom market website focused on highlighting industry news and strategic issues within technology arenas. Highly researched and experienced insights and trends both inform and enlighten readers on current industry convergence of Broadband-Cable-Mobile-Wireless and Telecom Sectors.
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