"Taking the Twitter hate like a champ:" Case study of how customers call businesses to respond...
21
The Lake Stevens WA Case Study Walter Neary, Communications Director, Comcast in Washington State Aug. 7, 2013 1
-
Upload
walter-neary -
Category
Business
-
view
370 -
download
3
description
This is part of a presentation I gave to the Comcast employees West Division Social Media Club about an outage we had in the Lake Stevens area in August 2013. The event occurred in a small enough area to show a clear picture of the future of business-to-consumer public relations and social media. The day of the telecom company just Tweeting "Sorry about the service interruption" is past; we need now to engage customers very personally. As the voice of @ComcastWA, I had a variety of personal discussions with people.
Transcript of "Taking the Twitter hate like a champ:" Case study of how customers call businesses to respond...
1
The Lake Stevens WA Case Study
Walter Neary, Communications Director, Comcast in Washington State
Aug. 7, 2013
2
“Life is 10 percent what happens to you and 90 percent how you react to it”
~ Charles Swindoll
3
Case history: May 2013 issuein Lake Stevens, WA
4
5
6
7
8
9
Respond to this:
Do not respond to this:
10
11
12
13
14
15
16
17
18
19
20
21
