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April 09, 2008

Who is Frank Eliason?

Comcast, the company known for glitzy multi-million dollar ad campaigns backed up by horrendous customer service and dozing technicians now has an online advocate tweeting and getting mentioned in blogs. His email address and phone number are even popping up online.

Has Comcast caught the cluetrain, or is this just another mega marketing campaign with some social media tactics thrown in?

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5 comments:

ComcastCares said...
This comment has been removed by the author.
ComcastCares said...

This is nothing new, we have been doing this for about 6 months. We just had 1 higher profile Customer that was noticed. This is a small part of a much larger effort to improve the Customer Experience for our valued Customers.

More info is available

http://www.comcast.com/Corporate/Customers/customercare.html

Besides listening online, we are also listening in person. Check out Rick's Notes from the Road

http://www.comcast.com/Corporate/Customers/RickGRoadTrip.html

Thank you!

Frank Eliason

Jim said...

Thanks to Frank and Twitter, I am hopeful that my Comcast problems will be closer to being solved after tomorrow.

At least someone's listening - and knowing that makes a big difference.

Jeremy Hart said...

I hadn't seen this post when you wrote it, Ben, but then when I put on Twitter that I couldn't believe their response time, Frank saw it and had someone contact me within 24 hours. They're installing next week - because I couldn't meet them any sooner - but were willing to do it as early as tomorrow.

I think it's a sign of things to come, as more and more of Corporate America realizes that their customers are talking about them and they need to listen. The dynamic has shifted, consumers are not adjusting to companies any longer; companies are having to adjust to their consumers. I think we'll see this trend continue.

Dana said...

Ben, this was astounding to me. I couldn't fathom how quickly Comcast was alerted to these mentions of their company. I have Alerts and regularly perform searches, but this is way beyond that. Then I started playing with your Blogroll and stumbled on to this post about how Salesforce.com keeps up with mentions of their company on Social Media:
http://www.churchofthecustomer.com/blog/2008/04/keeping-up-with.html. We are not a large company, and I doubt anyone is twittering about us, but if they are I certainly would like to know, and now I can. Just thought I would bring this forward and help some other readers of your post.