http://www.webware.com/8301-1_109-9938146-2.html
I saw this post and just had to write up about it. It totally reminds me of what is talked about in the Cluetrain Manifesto. Here you have a guy who’s working for Comcast who’s out there watching blogs and twitter just trying to help people when he sees them voicing frustration. I didn’t get the impression he’s doing it based on a Comcast initiative or anything. I wonder if they know he’s doing it or not. It seems to be the classic example of why companies need to trust their employees and let them interact with customers. (yes, this guy is a customer service manager, but still). In a time when Comcast is getting railed for purposely blocking/slowing P2P traffic, kicking “highly-active” users off and tossing around the idea of enforcing a monthly download cap, having someone out there trying to win back some points for Comcast. Pretty sure we’ve all had to deal with Comcast and been less than smitten with the customer care.
What was equally interesting was the number of other companies listed as having active staff out there watching social network sites for people having issue with their company. Looks like leadership at these companies read the Cluetrain Manifesto. People are having conversations on the net. You can’t control them. So its best to join in and get things fixed.
+1 Comcast. I’ll cut you some slack next time you put me on hold for 30mins. And give that guy a bonus for making you look better.
