Comments on: Supernova Interview – Frank Eliason of Comcast and @ComcastCares http://supernovahub.com/2009/11/supernova-interview-frank-eliason-of-comcast-and-comcastcares/ Because Technology is Everyone's Business Sat, 18 Dec 2010 02:21:35 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Howard Greenstein http://supernovahub.com/2009/11/supernova-interview-frank-eliason-of-comcast-and-comcastcares/comment-page-1/#comment-774 Howard Greenstein Mon, 30 Nov 2009 23:00:44 +0000 http://supernovahub.com/?p=1396#comment-774 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. 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.

]]> By: stuart http://supernovahub.com/2009/11/supernova-interview-frank-eliason-of-comcast-and-comcastcares/comment-page-1/#comment-773 stuart Mon, 30 Nov 2009 22:42:30 +0000 http://supernovahub.com/?p=1396#comment-773 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. 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.

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