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frank eliason

Just Fix Customer Service...

November 24, 2009 by Frank Eliason
with 1,131 views
3

Sometimes people will challenge the thought of Customer Service in social media.  The belief is if Customer Service was excellent there would be no need for Customer Service involvement in social media.  I think these beliefs are shortsighted, but for a few different reasons.  Let me start off with stating that I believe... [read more]

Comcast and Twitter: How Much is it Really About Customers?

November 22, 2009 by Maggie McGary
with 1,178 views
3

Raise your hand if you haven't heard about how Comcast is doing a great job using Twitter for customer service. Chances are, there probably aren't a lot of hands up because Comcast has gotten lots of great press because of Comcastcares. The problem is that, while I'm sure Frank Eliason truly does care about customer satisfaction, the... [read more]

The Twitter effect on organization culture

October 21, 2009 by Neville Hobson
with 1,651 views
2

One of the most oft-cited examples of how Twitter can open up effective communication channels between the customer service parts of an organization and its customers is the US entertainment and information services provider Comcast and a man known on Twitter as @comcastcares. That man is Frank Eliason, Senior Director, Comcast... [read more]

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