Online Public Relations Thoughts

My cable service is back up. It went back on line yesterday morning after complaining again to the company and writing the blog post. The reason for kudos to the company was a phone call I received yesterday afternoon from a Comcast service person. He had read my blog and was calling to inquire what had happened. That was fast reaction. When I queried him, he said the company uses Google alerts to track mentions of its name. That was good, but the quick call was better. It shows that Comcast understands the power of online and is organized for rapid reaction. It would have been better had Comcast come up a day or two before, but nonetheless, the company went out of its way to address a customer complaint.

Every company should be handling customer complaints this way. It's just good PR.