Corporate Social Media Case Study: Comcast
Bob Garfield, founder of the now famous ComcastMustDie, is shuttering the site and moving on to a new project, CustomerCircust.net (site not yet live), where “other infamously arrogant corporations will be subjected to the power of aggregated rage” (though he notes that Comcast will still be one of them).
In closing, Bob says that while he believes Comcast has a long way to go in terms of properly caring for their customers, he believes the project was a huge success and that Comcast has made considerable steps toward putting customers first — including resolving hundreds of complaints through Bob’s site. He also praises Comcast for seeing ComcastMustDie as not merely a threat, but an opportunity to connect with their customers and earn their loyalty — and he hopes other companies will do the same with his new project.
Here’s an excerpt from Bob’s final entry at ComcastMustDie:
As both The New York Times and Washington Post have recently reported, the company has heard our angry voices and taken concrete steps in the process of putting customers first. Meantime, it has used ComcastMustDie to specifically resolve many hundreds of customer complaints. There is a long way for Comcast to go, but there is also no question that it has been forced by us to reckon with us. Now we will employ the same formula to other serial customer-abusers.
Corporate Social Media Case Study: Johnson & Johnson
Johnson & Johnson hosts “Blogger Dinners” around the country where they bring area bloggers together to discuss topics such as health care and social media. The dinners are casual and often bring together many participants who, while have virtually communicated frequently, have never met in person.
At their recent dinner in Boston, J&J hosts Jeff Leebaw and Rob Halper entertained a variety of bloggers, including CEOs, authors, and marketers to discuss topics such as how social media will affect business models of the future and how to use Twitter in health care.
Learn More.
Disclosure: Johnsn & Johnson is a blog council member (and an awesome one at that!), but even if they weren’t, we’d write about them anyway.
4/2 Mayo Clinic: A natural progression to social media
In this recap of Lee Aase’s BlogWell Chicago presentation, you’ll learn how Mayo Clinic is using social media to continue building — and how your company can do the same. (Public call) Click here
4/29 BlogWell New York
Nokia, Robert Wood Johnson Foundation, General Electric, Microsoft, Coca-Cola, Turner Broadcasting System, Tyson Foods, and Johnson & Johnson share case studies on corporate social media. We’ll cover everything including how to get started, how to get past roadblocks, and how to make your social media program phenomenal. (Public event) Click here
4/30 Blog Council Member Meeting and Unconference
Blog Council members spend the morning collaborating on a central issue and enjoy 9 member-led unconferences in the afternoon. We’ll wrap up the day with a roundtable discussion with Seth Godin. (Member event) Click here
Corporate Social Media Case Study: Starbucks
Starbucks is celebrating MyStarbucksIdea.com’s first birthday, highlighting the event in their newsletter and sharing some of the results from the first year of the program. Perhaps most impressively, since March of 2008, more than 70,000 ideas have been submitted through the site.
A few of the ideas the currently in use that came from Starbucks’ fans include:
- Free coffee for Gold Card members on their birthday
- Starbucks VIP card
- Splash sticks
- Buy coffee beans, get a free cup of coffee
Learn More.
Toyota: Social media and crisis management
Clorox: Using gaming strategies to grow community
BlogWell: How big brands use social media