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.
Get YouTube Marketing Training - Online!
Want to improve your engagement and sales with YouTube? Then join the largest and best gathering of YouTube marketing experts as they share their proven strategies. You’ll receive step-by-step live instruction focused on YouTube strategy, video creation, and YouTube ads. Become the YouTube marketing hero for your company and clients as you implement strategies that get proven results. This is a live online training event from your friends at Social Media Examiner.
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?