BizCoachDeb's BizBuzz -

Posts Tagged ‘Twitter Search’

What has happened to customer service in America? It’s so rare customers get exceptional service, they actually are quite surprised whenever it happens. In a waning economy, with consumers finding more and more reasons to hold onto their dollars, you’d think businesses would wake up and realize now, more than ever, they need to work to keep their customers, plus, work at keeping them happy. Well, one company has, and no one was more surprised than me, as I experienced it firsthand.

Recently, I caught up with always-on-the-move, @Frank Eliason, Director of Digital Care; his unit is called, aptly, Comcast Cares. Based in Philadelphia, Pennsylvania, he and his team of 7 address service issues for customers across the U.S. He provided a revealing look at how Comcast is using Twitter to reach their customer base and shares five ways your business can use it to break the mold on customer service. As Frank puts it, “Being a customer advocate makes it an easy choice to use Twitter. It’s so instant.” The team he’s assembled view customer care the same way, putting the customer first and sometimes going against the company grain. “It’s more important to take care of the customer than to tow the company line.”   The rest of the story...