How Social Customer Service is Changing the Culture at Comcast

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• October 14, 2011
• 22 Comments

Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but before his departure, he solidified the future of @ComcastCares by placing it in the hands of Bill Gerth and Kip Wetzel. Under the direction of Gerth and Wetzel, Comcast’s social customer service program continues to develop a culture of customer-centricity. At the same time, the team is leading internal efforts to transform products, processes, and services to not just respond to negative experiences, but also improve them to eliminate problems in the future.

(R)evolution: Frank Eliason on the Social Business and Customer Service

• November 5, 2010
• 27 Comments

Welcome to the (R)evolution, a new series that connects you to the people, trends, and ideas defining the future of business, marketing, and media. In episode 8, I proudly welcome Frank Eliason, senior VP of Social Media at Citibank.

Tracking Brands on Twitter to Improve How You Listen and Engage

• March 6, 2009
• 8 Comments

Recently, I reviewed Twibs, a directory that lists all brands and businesses currently using Twitter.

Electric Artists released Tracking Twitter, a new app that is a real-time listing of the top brands, media, television, entertainment, and celebrities that the team is currently following on Twitter.

While this service offers appeal as a directory for consumers seeking their favorite brands and personalities on Twitter, it’s much more promising as a real-time monitor of how businesses, media properties, and celebrities are using Twitter – for better or for worse.