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In recent posts we:
1) pondered Twitter's viability as a Customer Service Tool ...
2) suggested to JUST ASK customers what annoys them ...
We now need to add: Be prepared for the feedback!
Case in Point:
"Michigan's largest telecommunications provider is turning to social networking tools such as Twitter to find out just what's bothering its subscribers, and offering to fix problems as they've broadcasted into cyberspace.
"'We were absolutely shocked to see how many things were being said about Comcast on Twitter and on blogs,' Rick Germano, Comcast's senior vice president of national customer operations, said in an interview with The Detroit News Tuesday."
He was "shocked"? Yes, apparently.
Would you be surprised? Perhaps.
Suggestion: A perform full Customer Service Operations Audits with Specific Recommendations can cost a fraction of the lifetime value of a lost customer.
Feedback may be the single most important tool to DELIGHT CUSTOMERS!
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Unless you're living under a rock in Arizona, I can't imagine anyone feigning "shock" based on the level of dissatisfaction among Comcast customers. Perhaps learning how to DELIGHT CUSTOMERS would be a great place for the big wigs at Comcast to start. Being a subscriber myself, I should probably keep my rant to a minimum -- I would prefer to have Internet service later today.
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