I’ve seen comments that are skeptical of corporate twitter accounts. In particular: do they hold value beyond promotional channels. One commenter, Twitter me UP, offered a reasonable amount of skepticism:
I don’t know if I buy into how twitter works well with customer service. It sounds like a cheap marketing tool to me.
I believe that a squeaky wheel holds value; apparently, so does Comcast. As evidence of Twitter as a customer service tool, I present the following blog post by @warhawke: Comcast Really Does Care.
After yesterday’s post Comcast did follow up with me and wanted to try and help and resolve the situation. Up front I have to say the attention & customer service I received was exceptional. This is the way customer service should be, but you shouldn’t have to talk to supervisors or people high up just to get good customer service.
It would have been ideal if the situation could have been resolved without a negative post. Perhaps this has been a valuable lesson for Comcast.
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