How Social Customer Service Can Prevent Another Comcast Call Heard Round the World

If Comcast had a social customer service strategy in place, the exhausting Block conversation gone viral could have been avoided. Social Media Today’s fourth edition of "The Social Customer Engagement Index 2014: Results, Analysis, and Perspectives" proves it. Adobe’s SVP of marketing is quoted in the index, “We have a matter of 300 milliseconds to turn our actions into great experiences that help us build new customer relationships and extend existing ones. With less time to make a connection and convert it into a meaningful relationship, companies have to act quickly—and react even quicker, which means taking a hard look at their current capabilities to make fast moves. This includes how quickly they can respond to customers when they need help.”

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