By Michael Stelzner, SocialMediaExaminer.com
In this interview I talk with Frank Eliason – the senior director of national customer care for Comcast – and the man behind @ComcastCares.
You may have heard that Comcast is on Twitter, but Frank talks about the channels Comcast monitors and how they engage customers. Frank mentions a concept called “peers helping peers.” In the video Frank also talks about what types of employees are best for handling Twitter support. Frank shares how Twitter helped Comcast rapidly identify a problem during the NHL playoffs in less than three minutes. He also shares the biggest mistakes businesses make with social media.
Read the article and watch the video here: http://bmurl.com/v4e7