Twitter Comcast “Case Study”

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Marketing Musings

One of my colleagues, Greg, told me about this story. It’s an old story about turning around a disgruntled customer using new media–Twitter! (Note: Twitter is a micro-blogging tool that allows users to send short blog posts of 140 characters or less to other users that follow their micro-blog.)

One Twitter user who just happened to run his own marketing blog (C.C. Chapman, Managing the Gray) was “Tweeting” about the quality of his HD picture on Comcast during a Boston Celtics game. Shortly after his micro-rant, a Comcast service professional sent him a message on Twitter asking him how he could help fix his HD reception.

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Keeping it Real

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Marketing Musings

I am attending the New Media Expo in Las Vegas for 2 1/2 days of interesting presentations from a variety of speakers.  So far I’ve heard from Michael Geoghegan, who produces Disneyland’s podcast,  Gary Vaynerchuck, podcaster for Wine Library TV, and Scott Whitney, a professional podcaster.

One common theme through their presentations was to make sure that recordings are spontaneous, passionate, and emotional.  Vaynerchuck shoots his video for tv.winelibrary.com in 20 minutes in one take every day without editing.  Geoghegan admits that he doesn’t know much about Disneyland.  When he learns a new Disneyland fact in his podcast he’s genuinely excited and interested, and it shows up in the podcast.  Whitney coaches his clients not to read from a script when he interviews them, and will stop an interview to encourage interviewees to speak from the heart.

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Social Networking Inside Big Businesses

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Marketing Musings, Social Media

It doesn’t have to be said that blogs, wikis, podcasting, twittering, etc. will eventually be considered a natural part of the way we communicate as individuals and is fast becoming the way that enterprise companies reach their audiences (see Forrester research). But turns out now it will be a major way big companies reach their employees and facilitate conversations between their employees too.

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