Comcast got all sorts of PR for using Twitter to calm down pissed off customers. Great. The issue is does it change the reality of making them happy?
Peter Hirshberg posts his exchange on Twitter with the vaunted leader in Twitter customer service:
“So in the space of a few tweets we’ve gone from the lofty possibility of customer service in the era of transparency to “Dude, don’t you know, phone service can suck. Just call my mom. Help in today’s world….””
via Peter Hirshberg’s weblog on disruptive culture and technology: Comcast and Me: a Twitter tale, in seven (little) acts.