How Comcast Supports Customers With Social Media (Video)

In this interview I talk with Frank Eliason—the senior director of national customer care for Comcast—and the man behind @ComcastCares.

You may have heard that Comcast is on Twitter, but Frank talks about the channels Comcast monitors and how they engage customers. Frank mentions a concept called “peers helping peers.” In the video Frank also talks about what types of employees are best for handling Twitter support. Frank shares how Twitter helped Comcast rapidly identify a problem during the NHL playoffs in less than three minutes. He also shares the biggest mistakes businesses make with social media.

VIEW VIDEO HERE NOW:

I wanted to provide a bit of the back story on this interview. I was attending Blog World and saw Frank on a Panel discussion. I tweeted to him while he was on the stage, saying I would love to interview him.

He responded back almost immediately (via his iPhone), “Sure thing.” And we proceeded to do the unscripted interview you see here right after his presentation. Just goes to show you the power of social media!

What did you think about the video? What are your thoughts about Frank and Comcast?

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About the Author, Michael Stelzner

Michael Stelzner is the founder and CEO of Social Media Examiner, founder of My Kids' Adventures and author of the books Launch and Writing White Papers. He's also the host of the Social Media Marketing podcast. Other posts by »




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  • Anonymous

    Comcast’s network throttles BACK streaming video in Tallahassee, Florida after a real fast starting burst. Definite data flow management going on here, to the streaming video sender’s peril. Mac users who use video chatting have seen this happening for a year or more. SHAME on comCast.

  • http://www.socialmediaexaminer.com Michael A. Stelzner

    Hey Bob – If you are on Twitter, for sure send a message to @ComcastCares and you will get feedback

  • Anonymous

    Sounds more like a signal issue at your location. Email us and we can check it out for you.

    Frank
    Comcast
    We_Can_Help@cable.comcast.com

  • http://www.socialmediaexaminer.com Michael A. Stelzner

    Thanks for stopping by Frank!

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