Time to be Frank » A Rebel with a Customer Service Cause? This is a very Interesting post by Frank Eliason of Comcast Cares- re Critics Time to be Frank » A Rebel with a Customer Service Cause?. Related articles by Zemanta * Twitter for Customer Service Enhanced by Zemanta Stumble It!

This past week BusinessWeek.com posted a story called Comcast’s Twitter Man. Of course I am one of a number of people on Twitter from Comcast. These positive stories have come about because of the great team I have and their efforts to improve the Customer experience. I am still shocked by it all. Whenever a story comes out like this it always brings about questions: usually scalability and existing Customer experience through other channels such as phone and chat. This post will answer the question on scalability. I am saving the discussion on improving the experience through all channels for the future Comcast corporate blog. That is a topic that is more relevant for that space instead of this one. But since I am a believer that social media engagement will be important in the coming years, I thought scalability is a great discussion for here.