As proof that one person really can make a difference, we present Frank Eliason, the Director of Digital Care for Comcast. Visit his twitter page at http://twitter.comcastcares for a case study in how one company has harnessed the power of Twitter and other social media to improve customer service. Eliason started out trying to reach out to customers through social media on his own; now he has a department.

 

 

Comcast not only talks about itself online, it talks back when customers discuss the company online. If you are a customer of Comcast and you write about Comcast in a blog or on Twitter, there is a good chance that you will get an online response. Perhaps an answer to a query, response to a statement of frustration or a simple “Can I help?”

 

 

By setting up alerts so that they know when someone has written about them online, Comcast is able to respond quickly. They still have call centers where customers can call to with complaints and ask for tech support and repair services. But for a fast-moving, tweeting and texting customer, getting a quick reply falls right in line with the on-the-go lifestyle. It is important to meet customers where they are. And it likely keeps some of these customers from making an easy jump over to the competition because they are not satisfied.

 

 

These quick responses also help to humanize a company. In a New York Times article on the topic one woman noted that she “softened” her tone when she saw that she was dealing with an actual human and not hurling rage at a machine or a huge inhuman conglomerate.

 

 

If social media is one aspect of your marketing plan that has been neglected, you can count on Increase Visibility to get you right into the thick of things. Using blogs and services like Twitter is great for establishing one-on-one relationships with a number of customers and their friends and family because they are certain to discuss some aspect of their interaction with your company with someone.

 

 

And much in the same way that individuals discuss their experiences, search engines will also be looking at your increased web presence due to your appearance in more social media outlets and they will make note of it as well. You can optimize your search engine status and your ranking with customers at the same time.

Tags: seo, SEO Strategies, social media marketing

This entry was posted on Tuesday, January 13th, 2009 at 5:27 am and is filed under SEO Strategies, Search Engine Optimization, social media marketing. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.