Is Blogging the Next Comment Card?
Personal blogs serve a few purposes: clearing thoughts, sharing news, creating conversation and maybe even complaining about a company. What most bloggers don’t realize is that company may actually be listening.
Recently, a college student from the University of Washington innocently, yet negatively blogged about Comcast and his frustration with their instruction manual on his blog that “nobody reads.” Little did he know, Comcast was monitoring its online presence and responded to his concerns by sending out a technician within half an hour.
While bloggers don’t think companies read their thoughts, SURPRISE! They do. Blogs are often the most honest view a company can take into consideration.
Creating a positive public relations campaign is not only putting the information on the web for readers to generate a buzz, but also tracking reactions for future reference. After all, companies ultimately want happy customers.
Like Comcast, Southwest Airlines also monitors customer’s questions and thoughts by using Twitter, a tool Vantage Communications recently adopted.
Frank Eliason, digital care manager at Comcast, “has reached out to well over 1,000 customers online” in five months and is utilizing blogs and Twitter to “revamp its customer service.”
Comcast and Southwest Airlines could be revolutionizing customer service and in turn increasing their ratings and public image. Nagging customers are finding their mind at ease after having their problems solved, and these chief leaders are finding it easier than ever to track their representation in customers’ eyes.
Written by Leah Saunders
Tags: Blogging, comcast, southwest airlines, Twitter