Produced in Partnership with Wharton

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.

2 Responses to “Supernova Interview – Frank Eliason of Comcast and @ComcastCares”

  1. stuart says:

    I believe that Comcast should be the poster child for “Twitter Window Dressing”. Window-Dressing is an auditing expression for making it look better than it is. The Comcast approach is… polite reply and “follow” with a DM me for more and can I help. Brilliant! You have got to be kidding… Comcast should be pioneering methods to turn tweets into customer calls in an effortless way without the need to go into deep stupid call trees and waste hours. There’s too much friction and BS in their approach to speak of innovative. The reality is.. the group handling tweets don’t want calls. Yet Comcast could be using Twitter to drive the call center of the future and tie into “programming” expertise etc. It’s the perfect opportunity for them to serve better.

  2. Stuart,
    As I have a different cable provider where I live that doesn’t have any Twitter or social networking presence, I can’t say I’ve used Twitter to contact them.

    However, it is my understanding that they ask people to DM them details so people don’t broadcast their phone and cable account numbers on Twitter to the world. Not that they want to take their responses out of the public eye.

    I have seen other interviews with Frank where he detailed how their Twitter and Blog outreach translate into their ticket system, etc, but perhaps he’ll comment back.