Comcast is protecting their brand. And the story, while giving us pause, really should be more instructive than cautionary. The web, and especially twitter, forums and the blogosphere is a giant collection of public conversations. It would be a mistake for any business, large or small, not to pay attention to what people are saying about their brands. It's free research and quite probably will yield more useful information than most focus groups. It's an unfocus group, that focuses on you without your effort or control and the feedback is completely candid. Your customers are talking. Are you listening?
How to listen to what people are saying about you (for free):
- Create Google News Search and Blog Search Agents to scan for your company name.
- For good measure, back this up with a Yahoo News Search
- Create a Summize (now Twitter Search) query to see what people are saying right now.
Sample: Here is a Twitter Search Query that monitors me, the GSATC, and our Tech After Five event to see what the twittersphere is saying: (link)