Audio: @ComcastCares’ Frank Eliason on good customer service

This is the second in a series of interviews recorded at the MarketingProfs Digital Mixer, held in Scottsdale, Arizona on October 22-23, 2008.

Frank Eliason is the director of digital care at Comcast and the man behind the highly-praised @ComcastCares account on Twitter.

In this SocialVoice Conversation recorded at the 2008 MarketingProfs Digital Mixer, Frank and I talk about Comcast’s customer service efforts on Twitter — and elsewhere on the web.

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SHOW NOTES

* Frank emphasizes the value of listening.

* Frank discusses the importance of “being personal” and building one-on-one relationships with customers.

* Frank outlines the simple guidelines he gives to his customer service team for engaging in social media conversations.

* Frank talks about his team’s efforts on social networks and websites outside of Twitter.

* Frank explains why the “question of ROI will go away.”