Afraid of customers bad-mouthing you on Social Media sites?

Most companies are terrified to hear from customers. That’s largely due to the fact that when customers are calling, it’s usually to complain. So many companies just gave up listening, implementing automated phone systems and a generic email address that gets checked randomly. This leads to horrible word of mouth.  

On the flip side, other companies, Comcast being one of them, are using social media to listen to what their customers have to say and to respond directly to individuals. Comcast allowed the above video to sit on YouTube until just over 1.35 million people saw it. Today Comcast has an entire department set up to monitor social media sights and blogs so they can engage directly with consumers to better their service and business. While there’s a risk that social media can reveal some negatives, it gives you the opportunity to address them directly, giving customers something positive to say about you.

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~ by hookusa on November 11, 2008.

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