Comments on: Can Comcast Scale Social Media Customer Engagement?

By: Jay Deragon

Jay Deragon — Fri, 06 Jun 2008 10:22:48 +0000

The challenge for Comcast, or any other large organization, is to “connect the dots” internally. While many companies are pursuing the “social space” a large percentage fail to start the process internally before attemtping to look social externally.

Given that social networks and social media are a fairly new phenomena there is a need to define an evaluation criteria from which effective measures and critical thinking can be applied. Our assessment of the issues needing careful examination and subsequent planning led us to five factors for consideration. These include:

1. Enablement

2. Empowerment

3. Engagement

4. Enrichment

5. Enslavement

Most coporations have built “silos” that enslave both the employees and the customers thus the “system” does not enable people to maximize items 1 -4. This will be the first challenge for any company, remove the barriers to open and creative conversations aimed at Socialutions.

What say you?

By: Comcast Embraces Customers Via Twitter | Relevantly Speaking

Comcast Embraces Customers Via Twitter | Relevantly Speaking — Thu, 29 May 2008 22:40:33 +0000

[...] view and people are taking notice. When I Google “Comcast Social Media,” I find a ton of articles talking about how Comcast is embracing change and trying to cut through the clutter of [...]

By: ComcastCares

ComcastCares — Thu, 15 May 2008 04:44:14 +0000

Our efforts on Twitter and within the blogosphere are a small part of a much larger effort to improve the Customer Experience, no matter what channel the Customer comes in through. The blogosphere is just one channel, but the experience must be the same no matter which channel we communicate with the Customer.

To learn more about our efforts visit
http://www.comcast.com/Corporate/Customers/customercare.html

Thanks!
Frank

By: George Bigger

George Bigger — Mon, 05 May 2008 17:44:07 +0000

Scott,
As I review this particular challenge, I am struck with a familiar theme – “…where’s the integration?”.

Seems the (external) customers are often disconnected from the suppliers – whatever the communication technology that supports their (demand side) interaction.

Then (in the back office) the technology layer has similar disconnects between the (internal) participants in the conversation about “what correctives to consider” (to the supply side) .

Can’t we just “INTEGRATE” – from me to you to us to them?

What if one ‘framework’ was used to enable then capture the shared intelligence (knowledge-base) – regardless of the connection/interface type (blog, Twitter, land-line phone, etc) – and regardless of one’s perspective in the VRMCRM conversation?

All that requires is:
- for the content to be NORMALIZED to reflect a common basis of discussion – of understanding – of benefit
- for access to be FORMALIZED so that all participants can equitably participate – without repressive constraints
- for the interaction to be MEDIATED to ensure that all viewpoints are considered in route to a mutually beneficial consensus

Wouldn’t we all benefit? Are we ready to ask for it – individually – locally – globally?

And, we might call it “[Sic] Sigma”
– sounds the same, much simpler

NOTE: George Colony – Forrester, describes the benefits of “Social Sigma” at GM and other companies in his post at: http://blogs.forrester.com/colony/2008/02/social-sigma.html.

By: Carter F Smith

Carter F Smith — Tue, 29 Apr 2008 13:33:57 +0000

As I read towards the end about bloggers and twitterers, I wondered about an initiative including text (SMS) messaging, since that’s more likely to cross the digital divide.

Many of us can (and some do) get SMS text updates on our mobile phones from Facebook, Twitter, and even MySpace, but SMS can go phone-to-phone, too, right? And I think more people have a cell phone than even Comcast . . .