I agree that Twitter and other forms of social media should be part of a larger strategy for customer care. You and your team seem to be making great strides in service. What have you learned from your experience that you believe will show up in other customer touch points at Comcast?

Scott Solomon
BI

I am the Online Help Manager at Carphone Warehouse in the UK ( recently entered into a JV with BestBuy in Europe) and we have been using Twitter in a similar manner to Comcast, as a customer service touchpoint.

What I've found is that it's a great way to understand what people are really saying about your brand, and if there's a problem it's a very effective medium to open up the conversation. But it is not a resolution channel, it simply gets the ball rolling. After which point the issue is dealt with through more 'traditional' channels such as the phone or email.

I agree that Twitter and other forms of social media should be part of a larger strategy for customer care. You and your team seem to be making great strides in service. What have you learned from your experience that you believe will show up in other customer touch points at Comcast?

Scott Solomon
BI

I agree that Twitter and other forms of social media should be part of a larger strategy for customer care. You and your team seem to be making great strides in service. What have you learned from your experience that you believe will show up in other customer touch points at Comcast?

Scott Solomon
BI

I am the Online Help Manager at Carphone Warehouse in the UK ( recently entered into a JV with BestBuy in Europe) and we have been using Twitter in a similar manner to Comcast, as a customer service touchpoint.

What I've found is that it's a great way to understand what people are really saying about your brand, and if there's a problem it's a very effective medium to open up the conversation. But it is not a resolution channel, it simply gets the ball rolling. After which point the issue is dealt with through more 'traditional' channels such as the phone or email.

I am the Online Help Manager at Carphone Warehouse in the UK ( recently entered into a JV with BestBuy in Europe) and we have been using Twitter in a similar manner to Comcast, as a customer service touchpoint.

What I've found is that it's a great way to understand what people are really saying about your brand, and if there's a problem it's a very effective medium to open up the conversation. But it is not a resolution channel, it simply gets the ball rolling. After which point the issue is dealt with through more 'traditional' channels such as the phone or email.

I also agree with the article that a Social Media campaign cannot be successful without the Executive leadership team and the offline organization support and drive to improve Customer Experience. I see the Social Media connection as an adjunct to other means of connecting with customers – especially more digitally savvy customers which is becoming closer to the norm day by day.

Frank, I am curious, what got Comcast into using Twitter and Social Media in the first place. Was it the Executive Team saying we need new ways to connect or the Customer Care team saying we need to do more? Any tips you can provide for others who want to get Executive Leadership buy-in?

Thank you for leading the way with @ComcastCares.

I have always looked at social media has just another means of communication, similar to phone or email. In fact I have used our family website to communicate the birth of each of our children. When the first was born premature, it was a primary means of communication to family and friends. When she was home doing well, we used it to educate people about Cystic Fibrosis. When she was diagnosed with cancer we shared every step of the way on our website. We built so many relationships with friends from around the world. It certainly made this world a smaller place. (http://www.eliasonfamily.info)

As you can tell I do think social media is just another means to communicate, similar to phone, email, chat or in person. It is a progression that I would expect many Customer Service organizations to take in the future. I also find it to be a great way to obtain the Customer story in their words. We actually share that every day to many leaders in the organization. It is a great way to show the impact that decisions have on the Customer. It is also extremely helpful as we strive to improve the Customer experience. We will continue to work to improve the experience for all our valued Customers!

Thank you!
Frank Eliason
Comcast
@ComcastCares on Twitter