Frank Eliason is a legend for pioneering @ComcastCares and being the guy who would hunt down Comcast customers who were complaining online and try to solve their problems. So why is the guy who helped invent large-scale social media customer service writing a post titled, “Social Media Customer Service is a Failure”? Well, Frank says that most companies are just slapping a new Twitter account on old broken systems, and are more interested in using social media to get customers to shut up. [More]
frank eliason
A Day In The Life Of Comcast's Frank Eliason
Ever wonder what it’s like to be Comcast’s resident Twitter wizard, Frank Eliason, for a day? BusinessWeek did, so they sent a reporter to watch Frank, described as a “maverick,” spend a day responding to scorned customers.