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Wikinomics» Blog Archive » A New Age in Customer Service

  • Comcast responding to a complaint by C.C. Chapman about his service. While watching his HDTV, the reception starting becoming very poor so Chapman quickly started expressing his anger on Twitter and “within 24 hours, a technician was at Chapman’s house in Milford to fix the problem.”

  • “Comcast’s customer service was rated “poor” by 30% of respondents” and it had a strong hit after this video, which showed a Comcast technician sleeping on a customer’s couch.  It was viewed over 1.2 million times with over 700 comments. Also, a website named ComcastmustDie.com was created for users to tell their stories of their experience and grievances with Comcast.


    It seems like Comcast finally got the message. With the emergence of Web 2.0 ordinary people can have their voice heard and create a terror of a public relations problem for companies. “Listening and acting upon what [customers] are hearing and being very proactive is different than waiting for a customer to pick up the phone and call us. We can nip it in the bud,”

Wikinomics » business

  • Companies could try creating a forum for employees to anonymous submit thoughts and ideas being clear that all content must be work appropriate. If needed, monitor the site and allow users to flag inappropriate content (ala youtube) or if necessary monitor the submissions before they are posted (making it clear to submitters why the have been censored). If that is to radical, start by allowing employees to express themselves by ranking and rating content. The idea is to give employees a voice and the freedom to break free of the hierarchy and danger of group think. I was just talking with my colleague Alan and we discussed how an anonymous forum could be valuable tool on those occasions when everyone is thinking the plan from the top is flawed, but doesn’t feel comfortable voicing their opinion.
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