A common theme of news stories talking about customer service on Twitter (and other social media) is the Comcast Cares model run by Frank Eliason and team in the USA.USA Today has covered them and shown some of the vagueries of Twitter customer service - even a Comcast customer had to start a flame war before he got listened to by the company - with it simply impossible to keep up with all that is said about your brands or company online.
58% of respondents to a recent survey though said that, when they tweeted about a company bad experience, they would like the company to reply to the comment - and with Twitter users in many cases thinking they should have preferred service it's a real challenge for companies to step up to the mark of expectation.
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