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Comcast - Frank Eliason - comcastcares
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Lois Townsend Global manager of social media strategy
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Toby - @tobyrichards
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Jeremiah Owyang - partner Altimeter group
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Caroline McCarthy - Cnet news -
Question: With recent case of complaining fat Southwest would-be passenger; is Twitter the best space for feedback.
Frank: Customer’s control this space. Question is how companies will act on it.
Townsend: Twitter is a way to connect with the customer, but not converse with the customer…Virtual concierge, getting them in off the street.
Question: Is there anyone from PR keeping an eye on you <stinky support boys>?
Toby Richards: At Microsoft as a company we’ve invested in the way we’ve listened to our customers…. We’re as transparent as possible….there is a conversation to be had….Story of win7.. goal is to get customer healthy
Question: Are there style guides?
Comcast & Microsoft: There are policies, but not style guides. We empower people to be part of the community
Question: how did you leverage traditional support people and integrate them?
Question: how about B2B - how do you do that support?
Microsoft: Re: B2b - launched our @microsoftpartners twitter account to help them compete in market. We also have some private forums where we have private partners there. And we’re infusing knowledge of how to do online community support slowly into the organizaiton.
Question: Re: Social CRM - do you see a single location for customer support? That’s the modus operandi of ‘get satisfaction’ it allows for embeds. URL’s and destination don’t matter. Do people use twitter to search for support? Temporal decay creates obstacles
Comcast: Twitter great way to broadcast immediately solutions to an issue.
Microsoft: yes forums are more persistent. Will post a tweet in our own forums to land them in better location.
