An example of how successful businesses are using social media to meet customer needs

An example of how successful businesses are using social media to meet customer needs can be seen in ComcastCares: https://twitter.com/comcastcares/media.

If a customer tweets about problems with Comcast, someone responds—and responds quickly. “The Comcast customer service team uses the latest social media CRM (customer relationship management) software, behind the scenes. This tool allows customer service agents to respond quickly to customer needs and to stick with the customer until their issues are resolved. It’s not just because you’re special though, or even just because they are. The Comcast team built an incredible amount of goodwill and industry admiration through their customer service work on Twitter.” (http://www.readwriteweb.com/archives/the_pioneer_behind_comcastcares_frank_eliason_resi.php )