Frank Eliason of Comcast Cares
I challenge you to find anything more American than the right to complain about a product or service. As Twitter becomes more mainstream, Tweet-aholics are using the medium to vent their frustrations as they do in every communications medium.
The unique thing about Twitter is that it is voyeuristic. When you send something out to the Twittosphere it is there for everyone to see.
Smart companies are taking advantage of this and following up with great customer service when they find someone sending a dissatisfied tweet.
Frank Eliason (pictured above) is in charge of “digital care” at Comcast. His job is to manage the online reputation of Comcast by trawling the world wide web looking for aggravated customers. His Twitter account is filled with helpful customer service suggestions to customers that have openly flamed the company.
These are tall orders as tweets like the ones below are mounting each day as more and more people use Twitter to let their “following” know what’s on their minds.
Comcast Complaints On Twitter
We all know that most of your dissatisfied customers will not call you to tell you why they are leaving you for the competition but they WILL tell all of their friends about their experience.
Comcast is taking advantage of the voyeuristic nature of Twitter to intercept these conversations among friends and turn them into more satisfied customers.
Setting up alerts for yourself and your business on Twitter is simple. Use a service like Tweet Beep to alert you via email (FREE) when someone sends a tweet out that contains any keywords you choose.
You can follow Frank Eliason and Comcast Cares on Twitter here.
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