I thought maybe Comcast was “getting it.” They seemed to be on the cutting edge of responding to consumers’ needs by monitoring Twitter and blogs for complaints–and then responding to them.
Unfortunately the problems seem so pervasive that a simple campaign of Google Alerts and Twitter monitoring can’t fix them. The question remains then, is Comcast committed to truly listening and meeting consumers’ needs or are they just trying to cheaply control their image? I wish it were the former. I think it’s the latter.
