Hurry up, the customer has a complaint - The Boston Globe 

(Suzanne Kreiter/Globe Staff) C.C. Chapman posted a complaint about a technical problem he had involving his new television and Comcast cable service on the website Twitter. Within minutes, he got a response ... from Comcast. When C.C. Chapman noticed a blemish in his high-definition television's reception during the NBA playoffs recently, he blasted a quick gripe about Comcast into the online ether, using the social network Twitter. Minutes later, a Twitter user named ComcastCares responded, and within 24 hours, a technician was at Chapman's house in Milford to fix the problem. "I was so floored," said Chapman, who runs a digital marketing agency and advises companies to do what he experienced with Comcast - listen to what customers are saying about them online and respond. "When it actually happened to me, it blew me away," he said. "Now I have a case study." Chapman's experience is one example of the ways customer service is changing in an age when a single disgruntled consumer with a b   [More...] [Less...]