After over a million views of the now-classic sleeping repairman video, the URL is no surprise. It is surprising to see Bob Garfield, from the staid NPR running it. Like BuzzMachine blogger Jeff Jarvis classic fight with Dell, Garfield’s new platform will likely draw hotter attention to the problem.
Like Wal-Mart’s employee problems, customer service will continue to be Comcast’s PR challenge. It takes torrent of good corporate PR to turn the giant ship of public perception while your customers are shooting at you with millions of arrows of consumer generated media (CGM).
A great source on CGM and its impact on brands is Pete Blackshaw from Neilsen. Highlights of his comments on the subject at the PR Council’s Critical Issues forum can be found here, or check out his CGM blog here.