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McKinsey & Company | 20 The social enterprise

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McKinsey & Company | 20
9.3% increase in
customer
satisfaction as
benchmarked by
American Customer
Satisfaction Index
150,000 customers
helped through
Twitter
Personalized
10 versus 25,000
@comcastcares = ―Make it Right‖
Alternative rather than primary customer
support channel
Handles customer complaint in public
arena
SOURCE: Internet search, Comcast Twitter Feed, Business Week 2009 ―Comcast’s Twitter Man‖
Reimagine service
and information

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