Beyond PR: Can social media actually impact the regular customer? I'll be talking about some recent customer service horror stories of my own, how my blog attracted executive attention and got results. One, Comcast, came via the Comcastcares twitter account. The other came from Capitol One patrolling mentions of their name. Both resulted in mostly positive results but took very different approaches in the way they contacted and later dealt with the situation. Do you have a similar story? Has your blog, your tweets, your literal word-of-mouth messaging gotten you results at a big company? Come prepared to share!