The cost-effectiveness of social media has vaulted it to the top of the list of tools used to improve customer retention. But how do you measure whether social media is affecting your ability to keep customers?
Twitter is a great tool for conversations, building community, finding brand advocates and reading the latest news. That’s why celebrities, athletes, your competitors—and hopefully you—are on Twitter.
The growth and usage of Twitter is not surprising. Compete.com estimates approximately 21 million unique monthly visitors, and a quick search on Twitter yields a variety of conversations from music, sports, politics, events and products.
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.
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