Comments on: Not Every Conversation is Worth Having

By: Guy LeCharles Gonzalez

Guy LeCharles Gonzalez — Sun, 31 Jan 2010 17:16:37 +0000

Exactly! You can “engage” all you want, but if your products are crap, or your customer service is lacking, you're better off just listening and fixing things in the background.

Seven months later, I'm loving Fios, have raved about it, and haven't engaged with them once via social media.

By: Jeremy Meyers

Jeremy Meyers — Wed, 27 Jan 2010 18:08:29 +0000

I think this highlights a disconnect between Frank's team and the actual customer support infrastructure, which is a really important point. You can have all the great communicators in place on social networks that you want, but if your SocMed team doesn't have insight into and tactical oversight with the people on the ground, its all just BS lip service. Making that connection is essential. Twitter isn't just a place to make nicey nice with customers. If you can't deliver, STFU.

By: glecharles

glecharles — Wed, 17 Jun 2009 14:14:46 +0000

I made the appointment yesterday; the switch will happen next Tuesday! Looking forward to it.

By: glecharles

glecharles — Wed, 17 Jun 2009 12:14:46 +0000

I made the appointment yesterday; the switch will happen next Tuesday! Looking forward to it.

By: David

David — Tue, 16 Jun 2009 05:11:21 +0000

Not really twitter related but: Switched to fios due to similar experience with time warner. No hassle and cheaper (who knew!). You'll appreciate tv so much more.