The CX Blog

Well, okay, I don’t know what number this case would be if there were cases, but it’d be high.

The other day Jeremiah Owyang tweet’d about Frank Eliason at Comcast who is the twitter/social media go-to guy for all things Comcast service (can you imagine the traffic?). I was so impressed with what he was doing that I wrote a blog post on it, you can find it here.

My blog posts immediately ping twitter (in fact, twice–not sure why that’s happening) which means my community of followers are notified of new posts. One guy in my community, a runner in Orting, WA, saw the post about Comcast, went to my blog, read the story and immediately direct-tweeted Frank at Comcastcares. A while later, I get this message from him:

After months of no response from phone calls to Comcast about signal issues, I used this @comcastcares and email. 48 hours late issue fixed. Most impressive! Thanks for the link and info!

At the same time, Jowyang asks his community for questions we might want to ask Frank Eliason at Comcast because he’s going to interview him in a few days. I shoot him a tweet and got a tweet back this morning letting me know he used my question in the interview and that he’d now posted the interview on his blog. You can watch this interview over at Owyang’s blog.

The interview is very informative–worth watching. There are many aspects of this interview that are of real interest to those of us in the CX and Support worlds; notable is that Owyang clarifies twice that Frank is in Customer Service, not Marketing. Frank and his team are doing more for the brand than a year’s budget in advertising. In social media, the boundary is porous indeed.

So, what’s the upshot? This is the kind of buzz a company would give their eyeteeth for.

Oh yeah, and Happy Halloween!!!