ComcastMustDie dies

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.