DISQUS

Here is the brief version of the story. I started in September 2007. In October 2007 Rick Germano became Senior VP of Customer Service. At the time we were reaching out to a few blogs when we could identify the account. Customers were thrilled when we would call (I came from financial services so we were not posting, just calling by phone). I think it was December when one of the leaders asked why we were not posting, so we started to then. Customer continued to love it. So in February, 2008 I was asked to develop a team. That is when I started a daily newsletter, and Scott Westerman, an AVP from the Southwest, told us about Twitter. There were many involved in the overall decision to support it, but also it was Customer reaction that really drove the decision (at least in my opinion).

I could not agree more, it must be part of a broader plan with a purpose. When we set out into social media the goal was never to change the conversation, but rather listen and assist when we can.

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. (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

We are mortified by last evening's Super Bowl interruption and we apologize to our customers. Our initial investigation suggests this was an isolated malicious act. We are conducting a thorough investigation to determine how this happened.

Frank Eliason
Comcast

Maybe, but I am a robot named Frank Eliason ;-)

I can appreciate that. I look forward to building back that trust and I know it will take time!

As stated in the email, the bill went out on 12/23 and the downgrade was completed on 12/24 that is why it was not reflected on the bill. Thank you for the valid feedback that it is not listed on the website because that reflects the statement that was mailed to him. We will be changing that. Everything appears to have been handled properly on the bill.

Thank you for the opportunity to look into the bill!

Frank Eliason
Comcast

Hi Brendan!!!
Thank you for the post. I can not agree more. It kind of bugs me when people find it creepy. I think it makes sense for companies to be involved in the conversation. At the same time we do need to make sure we get it right the first time and do not create a negative experiencing. We are working on that and we will get it there!

Thanks again!
Frank

Our efforts on Twitter and within the blogosphere are a small part of a much larger effort to improve the Customer Experience, no matter what channel the Customer comes in through. The blogosphere is just one channel, but the experience must be the same no matter which channel we communicate with the Customer.

To learn more about our efforts visit
http://www.comcast.com/Corporate/Customers/cust...

Thanks!
Frank

Please email me. I have another Customer that is experience a similar issue. No need to escalate it. I will take care of it for you, Please send the email to the address below, include your name, home phone and a contact number. Also include a link to this page so I can share this.

I apologize for the frustration we have caused

Frank Eliason
ComcastCares
We_Can_Help@cable.comcast.com

Thank you for recognizing our efforts! Tweet me anytime.

Frank Eliason
@ComcastCares

There is not a filter, or the other channels would not show up. There is a problem in the provisioning of the cable card. It will most likely require a tech to visit to possibly replace the card or work to have it re-provisioned properly. I want to apologize for all these problems. We will get this fully corrected. I actually can't wait for Tru2Way devices, which is software instead of hardware, and it will allow 2 way connections, so On Demand would even work. Unfortunately it will not work with older devices.

We will get your cable cards working properly. I apologize for these continued problems.

More information on Tru2Way is available at the following URL
www.comcast.com/ces

Thank you for being a Comcast Customer!
Frank Eliason
We_Can_Help@cable.comcast.com

Bob,
I can assure you that we do not do this for 'A list' individuals. We apply very similar treatment to everyone that we interact with on the internet. We look at this as another form of communication with our Customers.

Paul,
I did pull up your file regarding the slow internet you are experiencing. I do show that we attempted to contact you on 3 occasions based on the email that you sent to the link above. I will be reaching out to you via email tonight. I will provide you my contact information. I will be happy to help get this rectified for you.

Thank you both!

Frank Eliason
Comcast

The newteevee.com article "Comcast Cameras to Start Watching You" portrayed some assumptions that require correction and clarification. I want to be clear that in no way are we exploring any camera devices that would monitor customer behavior.

To gather information for this article, the blogger picked up on a conversation between Gerard Kunkel and another person at a recent conference. They were discussing the various input devices offered by a variety of vendors that Comcast is reviewing.

The camera-based gesture recognition device is in no way designed to - or capable of - monitoring your living room. These technologies are designed to allow simple navigation on a television set just as the Wii remote uses a camera to manage its much heralded gesture-based interactivity.

We are constantly exploring new technologies that better serve our customers. The goal is simple - a better user experience that allows the consumer to get ever increasing value out of their Comcast products.

As with any new technology, we carefully consider the consumer benefits. In fact, we do an enormous amount of consumer testing in advance of making a product decision such as this. We're confident that a new technology like gesture-based navigation will be fully explored with consumers to understand the product's feature benefits - and of course, the value to the consumer.

Frank Eliason
Comcast Executive Offices

Just to clear the air, Comcast does not cheat on bandwidth testing. This is not the first time this was discussed on Slashdot. Comcast uses technology known as Blast and PowerBoost. Both are designed to provide increases in speed at various times.

http://www.dslreports.com/shownews/Slashdot-Kee...

I appreciate the feedback and the discussion we had via email. We are working to improve the service that we provide to our valued Customers and listening to Customers through all channels, including blogs, is extremely important. Now we need to demonstrate that we are listening, and I believe in the coming months you will notice a difference in the service we provide. More information regarding our Customer Care improvements is available at the following URL:

http://www.comcast.com/customerservice