Comcast Cares About You and Your Twitter

Another interesting anecdote from the cutting edge of Web 2.0 to Web 3.0 . . .

I've been reading a lot about Comcast's use of Web 2.0 to respond to the now infamous customer complaints. There was another article yesterday in the Boston Globe about how companies are responding to complaints voiced on blogs, message boards, and even Twitter. Comcast now has an employee monitoring Twiiter full-time just to look for and respond to complaints (twitter.com/comcastcares).

Considering Comcast's well-documented customer service problems (including an all-time low score in the annual American Customer Satisfaction Index ratings), this seems like a step in the right direction. They are at least listening, and they're using a pretty innovative online application to track and respond to complaints.

The question is, will this catch on? Will other companies start tracking--and addressing--complaints on Twitter, MySpace, Facebook, etc? And if it does become widespread, will the effect be to either a) overwhelm the companies doing the tracking or b) overwhelm the users who are always getting pinged by Dell and Comcast and Snickers and Toyota when they say something bad about a product?

Comments

[MsDot]

Has anyone else "lost" all their Comcast email? I got a phone message last week saying it will be restored and that it was lost due to a "national upgrade"...then I had someone call me last Friday night and they game me the bad news - that my email was gone forever.

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Many thanks for this great article.