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Can Comcast Reverse the Storm

Can Comcast Reverse the Storm

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Published by: api-576014 on Apr 29, 2008
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10/14/2013

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The social web is enabling customers
to have a loud voice with the service
levels from their suppliers. One
example that has received profile
throughout the blogosphere is
Comcast.

Bob Fernandez of The Philadelphia
Inquirer had an article in The Seattle
Times yesterday titled Stormy times

for Comcast which discusses the

onslaught of customer complaints
about Comcast Service. The article
states \u201cFrank Eliason, a Comcast

manager with the daunting
assignment of monitoring the nation\u2019s
blogosphere for venomous posts
aimed at the company, answered
right away: \u201cThat should not be. We
should have that looked at. Send an
e-mail with account info to
We_Can_Help@cable.comcast.com.\u201d

\u201cUnder siege for customer-service
woes detailed on Comcastmustdie.com and other blogs, the Philadelphia cable
giant has gone on the offensive, trawling the Internet for Comcast chatter.
Eliason\u2019s assignment is specific: If someone has a Comcast problem and is
talking about it online, he contacts that person and offers help.\u201d

\u201cIf Eliason thinks it\u2019s an emergency that could spiral into unpleasantness, like an
expletive-loaded blog bomb, he gets on the phone and cuts through the
corporate red tape.\u201d

It is apparent that the \u201csocial web\u201d has Comcast attention and it is with many of
the Fortune 500 whose service levels and product quality has become more and
more transparent. Comcast is only but one example of the increased
transparency.

Could the Storm Reverse into Comcast Favor?

When you read the full article mentioned above you will see how Comcast is
reacting and much to its benefit over time. However the full story will be told and
possible the conversation will change from complaints to praise if the Giant is
capable of enhancing their basic cable, internet and phone service into a
gateway to \u201csocial utilities\u201d enabling consumers to do more than connect, view
and talk. In terms of the problems with \u201ccustomer service\u201d the social web could

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