Comcast Is Taking the First Step in The Relationship Economy

comcastlogo_75x75.gifHave you ever wanted something done, but didn’t know how to go about accomplishing your end-goals? Everyday, we all complain about something; whether it’s service we receive or the price we pay for products – like gasoline, we all complain about something. Doing so, doesn’t make us whiners or complainers, but rather most of us simply want something more from some aspect of our lives.

That was the intent of the recent posts about Comcast. I didn’t know how to go about achieving an end-result; for the most part, I wasn’t even sure what the “end-result” really was. I was just lamenting the poor customer service I received from Comcast, and therefore didn’t realistically expect to accomplish anything noticeable.

However, my laments were heard by one of the executives in the Comcast Corporate Offices, and that got the ball rolling. Since I am on Facebook daily, I have started to send a link to my blog to about three dozen or so “friends.” Unbeknownst to me, there were two or three businessmen who were working in the background establishing what would soon be Facebook’s own “supergroups” where people could express their concerns, complaints and praises about Fortune 500 companies.

Well, my recent post, If Comcast Had Only Known…alerted the higher-ups at Comcast that someone was making a blog with their name in the title. As a result, I received a phone call yesterday from one of the execs, which led me to post Comcast is Embracing The Relationship Economy!

Since I forwarded the link to some members of Facebook, I received an invitation to the group, “The Conversation on Comcast ,” which again, unknown to me, the founders hadn’t planned to launch just yet.

But the fact is that I had established a contact within #84 of the United States’ most profitable companies, and they (the founders) weren’t going to let that slip away. These groups, “The Conversation on Comcast” etc., are designed to allow the most profitable companies around this hemisphere to literally get back in touch with their grass-roots. This group, or “supergroup,” is designed to allow people to connect, collaborate and share about Comcast. To air their grievances, if you will.

Within the group, Comcast will hear what we, the people, are saying. They will learn what we, the people, feel is important about their cable service, etc. There is one person from Comcast who has joined the group, and hopefully that is just the start. We hope to get many more execs from Comcast into the group so that they can learn about the issues we, the people, feel are important to stellar customer/client services.

Okay, Mark. What’s the point?

Haven’t you ever wished that you could get the chance to make a change in policy rather than simply whining about it? This is that chance! Engage The Relationship Economy by using the social network to voice YOUR opinion.

How ’bout it?

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3 Comments on “Comcast Is Taking the First Step in The Relationship Economy”


  1. Relationship building for businesses seems almost counter intuitive. Back in the day, Customer Relationship Management was the practice of leaving the house, stopping for a cup of coffee at the local diner on the way to work, taking a break to visit with your neighbors who happened to be long-time customers, and generally engaging others in conversations about anything and everything.
    http://carterfsmith.blogspot.com/2008/01/analysis-of-relationship-economy-model.html

    As you noted in your comment there, Jay Deragon addressed these issues in his question: Ever try and reach someone with influence at a Fortune 500 Company? (http://jayderagon.com/blog/?p=650) He noted that those that have any authority to make changes to improve customer relations are insulated from the customer. Even worse, companies that are growing will find it beneficial to outsource customer care (to people who may have less experience with the company and its products or services than the newest customer) If they really want to build our trust, they’ll install a Customer Relationship Management (CRM) system to manage the details of our lives.

    But is CRM the solution?

    Doc Searls made some simple suggestions a while back in his guidelines for building The Relationship Economy (http://www.linuxjournal.com/node/1000182).
    He suggested we need:
    1) protocols modeled on the social ones we find in free and open marketplaces
    2) low-friction ways of supporting transactions
    3) ways of selectively and securely asserting our identities, including our choice to remain anonymous
    4) ways of expressing demand that will bring supply to us

    Check out his http://www.ProjectVRM.org for more vision!


  2. There’s a little more on customer service issues with several telecom companies at http://www.businessweek.com/magazine/content/08_09/b4073038437662.htm?chan=magazine+channel_in+depth (check the banner ad for the webinar this week). There’s a reference at http://jayderagon.com/blog/?p=731 to the ongoing conversation, as well!

  3. b094efe49cd0 Says:

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