STCO 546 DB5

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Liberty University *

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658

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Business

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May 30, 2024

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Uploaded by williamskayann

Comcast was established in Tupelo, Mississippi in 1963 by Ralph J. Roberts, Daniel Aaron, and Julian A. Brodsky (McGuigan & Pickard, 2016). The company's introductory achievement was the coverage of the live radio broadcast of the 1936 Berlin Olympics (McGuigan & Pickard, 2016). Currently, Comcast offers diverse internet and television services under its Xfinity brand, and through NBCUniversal, it provides media and entertainment (McGuigan & Pickard, 2016). As with many other companies, social media is crucial for Comcast to enhance brand awareness and communicate with its consumers. Therefore, Comcast's Facebook page requires improvement to better serve its consumers. Comcast's Facebook page consistently conveys a common theme of their commitment to corporate social responsibility, specifically in their efforts to give back to their community. Such endeavors are widely recognized as a manifestation of an organization's dedication to societal welfare (Collins,2017). While several companies have been reserved to address the issue of racism and social injustice in the United States, Comcast boldly proclaimed on June 8, 2020, that their company unequivocally rejects racism, hate, and inequality. This post garnered 996 likes and 1.3k comments, the majority of which were favorable. There have been Numerous negative remarks from not only consumers but also employees regarding Comcast's service that’s have surfaced, and while the company has addressed certain posts, it has not responded to all. Comcast's objective is to "develop remarkable technology and entertainment that links millions of individuals to the moments and experiences that hold the utmost significance." Promptly addressing grievances not only demonstrates a sense of concern but also highlights the value the organization places on its customers (Collins,2017). By doing so, brands not only retain their customers but also witness an increase in customer spending.

In my capacity as a social media manager, my primary objective would be to ensure that the company is presented in the most favorable light possible. To this end, it is imperative that I respond to customers' inquiries and concerns in a timely and efficient manner. The appropriate message to use in a negative situation is contingent upon the specific circumstances at hand (Allen, 2022 ) . If a customer expresses dissatisfaction with a service, a response would be issued stating, "We apologize for any inconvenience you may have experienced. Please contact us to discuss the matter further so that we may better serve you." A company's reaction to a consumer's critique on social media can have a significant impact on its reputation (Allen, 2022). A sincere and empathetic response is likely to result in a positive outcome without causing any harm to the company's image (Can & Alatas, 2019). Ultimately, the objective is to assist customers and resolve their issues to the best of our ability. The predominant theme of Comcast's social media is to showcase their commitment towards the community and their aspiration to make a positive impact on it. The organization has received unfavorable remarks on its Facebook page regarding its substandard services and products. While the social media manager has addressed certain negative comments, not all have been acknowledged. Comcast must prioritize not only responding more frequently to its consumers but also utilizing the feedback to enhance its products and services. The following biblical verse supports that if a person can subdue his emotion before responding to a negative situation, He will be able to make a productive relationship and avoid provocation and escalation that will turn out to be undesirable in the end. James 1:19 states “My dear brothers and sisters, take note of this: Everyone should be quick to listen, slow to speak and slow to become angry. There might be different motivations or reasons for receiving negative remarks about the company. But as a brand we should always provide a venue for it to improve

on its performance. It becomes a source of challenge for the company to innovate, level up and to succeed in meeting its goals. Reference: Allen, D. (2022). Facebook and emerging media's misinformation responsibilities. Can, U., & Alatas, B. (2019). A new direction in social network analysis: Online social network analysis problems and applications. Physica A: Statistical Mechanics and its Applications, 535, 122372. Collins, P. (2017, June 4). Why is customer service important. Retrieved from https://www.performanceinpeople.co.uk/blog/why-is-customer-service-important/ McGuigan, L., & Pickard, V. (2016). Comcast corporation. In Global media giants (pp. 72-91). Routledge.

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