ABC News celebrated the 1st 100 Days of the NEW ABC News App by sharing some of their highlights. “ABC News Digital has driven incredible growth across ABC News mobile and applications year over year. In October 2013, ABC News Digital launched the completely new ABC News Phone app for iPhoneand Android devices which greatly contributed to the steady rise in mobile traffic across applications. For example, in November 2013, year-over-year monthly mobile unique users increased by 165%, according to data provided by comScore. Additionally, total mobile video views were also up 87% year-over-year (Source: Adobe SiteCatalyst 2013)
Since their launch, they’ve been collecting some cool stats and facts from behind-the-scenes at ABC News. Download the NEW ABC News app for free today. Check out the original announcement the new app here.” via Visual.ly
Last night, on World News Tonight with Charles Gipson, a story about Twitter aired. Read the news report here. Tracey Louise Wallace worked from home, and woke up Monday morning to no cable, internet or phone. After speaking with customer service representatives at Comcast, she was informed they’d fix her services Thursday. After the experience, she twittered. Comcast has a team that sorts through social media sites looking for complaints. Frank Eliason, leader of that team, found her complaint and began to track her down. After finding her Twitter page, work webpage, and business partner, he was able to contact Tracey directly. Her services were back up by 5:00 Monday evening. Customer care is growing as we see the internet grow in old ways. It’s no longer enough to expect customers to sit for thirty minutes on hold before they speak with a customer care representative. Comcast is just one of the many companies monitoring what’s being said about them on the internet. Is your company doing this? How are you seeing this affect your customer service?