Comments on: Social Media Tactics: Engaging Your Community Pt. 3: Frank Eliason

By: XAVA

XAVA — Thu, 12 Aug 2010 16:10:52 +0000

Interesting article. I will try to use some of this information for my blog and share yours with my network!

By: Why ATT Could Use A Better Twitter « Social Media Marketing

Why ATT Could Use A Better Twitter « Social Media Marketing — Sun, 06 Dec 2009 13:00:42 +0000

[...] Twitter, users could send out remarks and questions to Frank Eliason , Senior Director Comcast National Customer Service, and get a response in a somewhat timely [...]

By: How Will You Engage Your Community? - Welcome to LA

How Will You Engage Your Community? - Welcome to LA — Thu, 24 Sep 2009 09:10:43 +0000

[...] about them. A great example of this is Comcast digital care manager, Frank Eliason, who began using Twitter as a way to interact with its’ customers. By monitoring what people were saying about Comcast [...]

By: Jaremy

Jaremy — Thu, 27 Aug 2009 18:20:10 +0000

That’s some outstanding advice. It’s become customary for some companies to simply ignore problems and hope they go away. I love the DEVO approach. I hope more companies end up following the Comcast route.

By: Jeff

Jeff — Wed, 26 Aug 2009 23:09:59 +0000

I have dealt with Frank and his team via Twitter and they need to infect their call centers with this same level of service.

As a long time phone tech / desktop tech / network engineer tossed in (jack of all trades) the 1st thing Frank showed me was it was not MY issue but OUR issue.. he included himself in the and got the issue resolved.

His Motto, “How Can WE help?” We is Comcast, We is his team - Whereas there is no I in TEAM, you can spell AT ME with it and the issue is staring AT ME. How can I (me) make a difference? You CANNOT have a TEAM without ME. I am the customer and I too make up part of the TEAM

Quoting DEVO “When a problem comes along you MUST WHIP it!” deflecting, dodging or ignoring it does not work.

So Frank, again I offer you a beer when you come to Houston, Tx where I am at.. if you stay the weekend I say we hit a tour of St Arnolds brewery!

By: Yu-kai Chou

Yu-kai Chou — Wed, 26 Aug 2009 22:05:39 +0000

Awesome post Jaremy!

I think this is definitely a great example for any company looking to utilize social media to engage their market. After all, to get people to care, you must care about them first!

By: Jaremy

Jaremy — Wed, 26 Aug 2009 20:31:37 +0000

Absolutely, John. Being genuine and caring goes a long way. It’s also extremely useful. If you listen to what your community is saying rather than getting on a podium and talking *at* them, it changes everything.

Kristen- I’ve never had to talk to the Comcast Twitter team personally, but I’ve heard nothing but rave reviews. Just search for @ComcastCares on Twitter and you’ll see what I mean.

By: Kristen Star

Kristen Star — Wed, 26 Aug 2009 20:21:27 +0000

I’ve had a few issues with Comcast and messaged the online team and have always gotten back such great responses in return. They do a great job of customer service in a space where it’s often difficult to respond to everyone.

By: John Davies

John Davies — Wed, 26 Aug 2009 17:27:08 +0000

I saw Frank at Gnomedex and was impressed with his down-to-earth nature. It’s amazing what a little self-awareness and a humble attitude can do. If only other “social media experts” would follow his lead and care about others rather than themselves!