Interview With Frank Eliason AKA @ComcastCares, Part 4
We wrap up our 4-part interview by turning the focus to the internal process of hiring and training the right Digital Care team. The number-one attribute Frank looks for? Passion.
Interview With Frank Eliason AKA @ComcastCares, Part 3
In Part 3, we learn that the Digital Care team at Comcast sends Tastykakes and popcorn to customers in certain, special cases, and we get Frank’s take on the burning question: How does customer care via social media response scale in a large organization?
Interview With Frank Eliason AKA @ComcastCares, Part 2
Here’s Part 2 of my conversation with @ComcastCares Director of Digital Care, Frank Eliason. I’m posting these as soon as they’re edited, and will wrap them up in a single post later.
In Part 2, Frank shares meaty details about the Comcast’s Digital Care response operations. We discuss reply/engagement ratios, the difference approaches to response on [...]
SXSW Interview With Frank Eliason AKA @ComcastCares
This is the first in a series of interviews I did during my trip down to Austin for the South By Southwest Interactive Conference. In the days to come, I’ll also be posting interviews with Bowen Payson of @VirginAmerica, and Susan Bean from the @ATTCustomerCare team at AT&T.
If you read this blog, Frank Eliason needs [...]
Kings Of The Wild SCRM Frontier
March 11th, 2010 by admin under Customer Service, Newsworthy, Predictions, Response, Social Media, Uncategorized
Last Friday, Altimeter Group’s R “Ray” Wang and Jeremiah Owyang published six month’s worth of research and insight in a report aimed at showing “business how to finally put customers first.” With a promise like that, how could I resist?
Well, Social CRM: The New Rules of Relationship Management did not disappoint. In fact, we may [...]