Supernova Interview – Frank Eliason of Comcast and @ComcastCares
In the Network Age, sometimes the biggest problem we have is when you get dropped off the network. Whether phone, cable or satellite, everybody has a problem eventually. How your service provider deals with the problem is usually the difference between whether you care for them, or hate them.
Frank Eliason’s job is to make sure you know that Comcast Cares. Business Week called him “Comcast’s Twitter Man.” He’s not just talking a lot, or doing great public relations, Frank and his team of 10 are out there, online, on forums, Facebook, Blogs and Twitter, making sure, as he says in a blog post, that you know “Comcast Cares. Really.” But no one would believe it if he and his team weren’t putting substance behind what they say. The 10 person team is changing the way the company looks at customer service. In this interview, Frank gives us a bit of history, and also tells us how investing in online monitoring around Comcast’s reputation and customer service issues is actually saving the company real dollars.
Having met Frank at many Social Media events, including BlogWorld Expo where this interview was shot, I can say that he is exactly who he appears to be, and he seems to have a mission to make customer service better.