By Kirk Laughlin
Imagine the horror that Comcast, the largest cable provider in the U.S., experienced when its feed for a Stanley Cup Hockey game was suddenly cut mid-game – and millions of hockey fans were effectively left in the dark.
The experience quickly became a signature moment for Comcast’s social media initiative, run through the company’s “Customer Cares” division which manages customer relationships. A team of Customer Cares’ staffers, whose key role is to monitor social media activity related to Comcast, quickly spotted negative reaction to the network outage on Twitter and pounced on the opportunity to announce that service had been restored.
