Mike Arrington had been having trouble with Comcast, his net provider and was not getting a good response via the call centre. He twittered his frustration, someone at the company picked it up and called him, getting the problem sorted. Apparently this is not the only time they’ve done this, with Consumerist finding more examples. Monitoring what is said about you is an essential part of today’s brand management – the Church of the Customer picks up on how salesforce.com are doing this, with their Yahoo Pipes construct that grabs mentions from many places. …read more

Comcast get caught out laying the astroturf in their fake consumer campaign, via The Consumerist
Comcast’s PR agency has been caught posing as fans on messageboards in an effort to spread their propaganda about the “Big Ten” channel….
Luckily for us (who would have been fooled by this earnest poster’s use of common internet colloquialisms such as “greedmongers” and “b-ball “) the post has been traced to Martin Waymire Advoacy Communications. Whoops. Fail.
It’s never worth it. You’ll almost always be found out. My advice internally is always to admit who you are and why you are there. Let the …read more