Me and my Britney Mic by CC Chapman, on Flickr CC BY-NC-SA
In today's Boston Globe, Carolyn Y. Johnson writes a nice story about how C.C. Chapman got customer service from Comcast via Twitter, Hurry up, the customer has a complaint:
"When C.C. Chapman noticed a blemish in his high-definition television's reception during the NBA playoffs recently, he blasted a quick gripe about Comcast into the online ether, using the social network Twitter.Great story, but it'd be nice if she linked to twitter. In fact, it would be even better if she linked to CC's podcast about his experience that she mentions in the article.
Minutes later, a Twitter user named ComcastCares responded, and within 24 hours, a technician was at Chapman's house in Milford to fix the problem.
'I was so floored,' said Chapman, who runs a digital marketing agency and advises companies to do what he experienced with Comcast - listen to what customers are saying about them online and respond. 'When it actually happened to me, it blew me away,' he said. 'Now I have a case study.'
Chapman's experience is one example of the ways customer service is changing in an age when a single disgruntled consumer with a broadband connection can ignite a crisis. It also shows the potential of the Internet to turn miffed customers into fans in a more organic way than an advertising campaign. Chapman, for example, made a podcast about his visit from Comcast."
Once again we are forced to search the web to find the things written about in the article.
Smart Globe readers know to turn to this blog when web links are criminally left out of Boston Globe reports...
Here you go:
CC Chapman's blog post and podcast, Comcast Wins With Twitter.
CC's initial complaint on twitter
@Comcast - Why is it that on any HD channel I get a line across the top of the picture? REALLY noticeable with sports.Comcast's initial reply on twitter
10:15 PM May 22, 2008 from web
@cc_chapman If it is a line in one spot on multiple channels it is either the TV or the box 09:16 PM May 22, 2008 from webCC Chapman on Twitter
Comcast on Twitter
Summize Twitter search results for Comcast and CC_Chapman.
PS:
Another gripe.
They interview CC, and don't use a photo of him! The Globe went out and took a bunch of photos of CC.
I saw the generic photo on that article and in the back of my mind wondered why they couldn't use something that fit the article better...
Sad.
There's another point too... All those photos they took should go up on flickr... or at least a selection of the best ones... with links to the article.
So simple. it would bring traffic TO them by giving stuff away, stuff they aren't even going to use anyway.
Lame.
Sometimes I wonder why it's so easy for me to sit here and see these things.
Update:
C.C. wrote about this for Entrepreur.com, The Great Photography Waste.
He also linked to it from his blog with a post titled, What Happens When Steve Garfield and I Get Together. Ha!