SXSW Interview Wrap-Up

April 23rd, 2010 by admin under Customer Service, Newsworthy, Response, Social Media, Uncategorized

One month and three interviews later, what did we learn from Frank Eliason, Susan Bean and Bowen Payson? Well first off, they’re clearly pioneers. When so many companies are just now trying to figure out how to handle Social CRM, these folks have a huge lead. In five years time, nerds like me who care [...]

Interview With Frank Eliason AKA @ComcastCares, Part 4

March 31st, 2010 by admin under Customer Service, Newsworthy, Response, Social Media

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.