Interview with Aaron Kaufman of THQ, Part 1

October 7th, 2010 by admin under Customer Service, Methodology, Response, Social Media, Social media marketing

Last year, I blogged about how some Community Managers seem to have tunnel vision when it comes to social media response. Aaron Kaufman is not one of them. He’s the Community Manager of UFC and WWE brands at THQ, a worldwide developer and publisher of video games, and he’s one of the best I’ve seen. [...]

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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.

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SXSW Interview With Frank Eliason AKA @ComcastCares

March 25th, 2010 by admin under Customer Service, Response, Social Media, Uncategorized

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 [...]

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