All this technology also allows us to band together and call out companies that don’t seem to listen otherwise. In the modern world, consumers and their ability to effectively organize and become cyberspace activists has changed the rules for
business. Just ask Comcast.
The latest online “jihad” against a company kicked off when Bob Garfield of Ad Age, started recounting his experience with Comcast Corporation (CMCSA) in his blog, the bobosphere.
Bob has found hosts of allies in his distaste and deathwish for Comcast. So much that he has done some online organizing including a website, aptly named, www.comcastmustdie.com and a blog specifically committed to “Comcast Must Die” devotees and their troubles. From the website Garfield notes,
“Actually, I have no deathwish for Comcast or any other gigantic, blundering, greedy, arrogant corporate monstrosity. What I do have is the earnest desire for such companies to change their ways. This site offers an opportunity -- for you to vent your grievances (civilly, please) and for Comcast to pay close attention.”
After reading Bob’s experience, I could not help myself from remembering the
Seinfeld episode where the cable company wants to meet with Kramer, who plays games with the Cable guy making sure he isn't at home when they arrive, to retaliate for their lateness when his cable was installed.
Nothing brings out the best in people like their frustration with lousy customer service. Mona Shaw, a 75-year old grandma didn’t fight Comcast with the words of a blog, she used a hammer. According to the Washington Post, the “Comcast Hammer” stormed the company's office after being ignored a few days before and mayhem ensued.
“BAM! She whacks the keyboard of the customer service rep. BAM! Down goes the monitor. BAM! She totals the telephone. People scatter, scream, cops show up and what does she do? POW! A parting shot to the phone!”
This is not the first time online anarchy has taken on corporate
All the hub-bub resulted in Dell taking notice to the extent that Jarvis was eventually invited to Dell, interviewed about their progress and efforts to change which Jarvis filed as a story for Business Week. The first line from Jarvis read,
“In the age of customers empowered by blogs and social media, Dell has leapt from worst to first.”
From its own corporate blog, Direct2Dell asks if Jarvis’ visit has finally brought an end to “Dell Hell.” Apparently so and the online activists got it done.
Where will Comcast end up? Can they take a page from their corporate neighbor Dell and adapt? Can they address the consumers on their on own turf – in the social media world? Can they go from first to last or will they in fact die?
It is not looking too good in the early rounds as noted in Garfield’s post entitled DenialWorld, where he summarizes,
“Denial may be a natural defense to the painful truth. But it gets you nowhere.”
Comcast must not die. But they could suffer substantially. Or they can meet the needs of a demanding and increasingly unsatisfied customer base that has taken it not to the streets but to the media – their media.
» Comcast Customers Are Angry! from WorkFromHomeMomma
Today the blogosphere is full of reports about what can happen when your customers become dissatisfied. Comcast Corporation's (NASDAQ: CMCSA) custome... [Read More]
Tracked on: October 19, 2007 3:45 PM | Permalink to Trackback