Posts Tagged Feedback

In March 2009, Bob Garfield declared  victory for the Comcast Must Die campaign. OK – Comcast is very much alive, but somewhat chastened by the grassroots campaign started in October 2007 to publicize Comcast’s poor record of customer service and arrogant attitude towards its subscribers. Over the next two years Comcast was shamed into addressing many of the issues raised by its customers and by doing so improved its overall customer service and received some positive press for its efforts – particularly its Twitter campaign.

The success of the Comcast Consumer revolt has lead to the creation of a new site http://customercircus.net/ which allows consumers to post customer service problems on a variety of service providers including Comcast.

The “Comcast Must Die” campaign really highlighted the new found power that consumers have through social media. Businesses cannot afford to ignore customer complaints and must ensure a positive customer engagement at each customer touchpoint. Angry consumers have powerful weapons at their disposal and are not afraid to use them.

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