In this entertaining rant on Buzzmachine, famed social media commentator Jeff Jarvis tears a strip off Cablevision for a bad customer service experience -- and then goes on to gleefully document how Cablevision competitors Comcast and Verizon responded to his complaint.
Jarvis' post graphically illustrates why every company should be monitoring and responding to online comments and conversations about it. Verizon's and Comcast's quick responses, and Cablevision's institutional deafness, are a microcosm of what's happening everywhere in the service sector.
We're past the point of early adoption in this new world. If you're not in the game today, you're falling behind, and your competitors are eating your lunch.
I love Jarvis' concluding line: "Now that we're all in media, everyone in the company is in media relations."
Great link, if only the phone companies were on the same track....
Posted by: Bill Smith | July 20, 2009 at 06:43 AM