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 no introduction. He’s the force behind @ComcastCares and as Director of Digital Care for Comcast, he leads a team of ~12 passionate responders who monitor social media channels every day.
I tried to avoid the usual social media platitudes and focus on the practical, hands-on insights. Frank graciously delivered the mother lode. Below is Part 1 of a full 20 minutes of his experience and wisdom. I’ll be posting the rest just as fast as I can edit them.