Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but [...]

Read More: How Social Customer Service is Changing the Culture at Comcast

I am a Comcast customer. I actually love Comcast. I have their high speed internet service, cable and an HD box to compliment my wicked Sony TV.  I am a huge fan of On Demand and their programming is second to none.  I’ve called customer support a few times over the last 8 years and honestly … sometimes the issue was my fault, not theirs. A few years ago, Frank Eliason did something awesome.  He started monitoring Twitter for Comcast mentions and he quickly realized that there was an opportunity [...]

Read More: Comcast is Solving Customer Problems but Are They Changing Their Business Model?