Business 12th Edition by William Pride,Robert Hughes,Jack Kapoor

Exercise 1

SOCIAL MEDIA EXERCISE
Building customer relationships through effective marketing
Comcast, the cable and communications provider, was one of the first companies to use Twitter for customer service. Frank Eliason was the first director of digital care and the first to develop ComcastCares on Twitter. Essentially the Comcast team scans Twitter for people complaining about service and then contacts them to see if they can help. This has changed the entire culture of the organization, as well as prompted other companies to use Twitter for customer service. Visit the site at Comcastcares on Twitter (do a search in a search engine like Bing or Google).
1. After reviewing Comcastcares on Twitter, do you think that this helps with customer service? Why or why not?
2. Do you see other applications for Twitter for a communications giant like Comcast?