Wikinomics - Blog Archive » A New Age in Customer Service
A few days ago, an article written in the Boston.com business column told a story about 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.”
“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,” from Carolyn Y. Johnson, the author of the article.
The article shows the power of ordinary people fighting against large corporations. For fun, in Google, I searched “Comcast complaints” and found over 1,870 listings and without quotations around the phrase Google brings up over a million listings.
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,” said Karen Hartzell, division vice president of customer care for Comcast’s NorthCentral division.
In the new business environment, companies need to implement a team of individuals to help combat the conversations about their company. By combat, I am not referring to a retaliation, but providing a solution to the problem. Working with customers to generate a satisfying customer experience is essential to thriving in business today. Customer service is just one of the departments shifted by Wikinomics.