A Comcastic Use of Twitter

Comcast CEO Brian Roberts discussed the cable operator’s use of Twitter to respond to customer-service issues with Federated Media Publishing founder and chairman John Battelle at the Web 2.0 Summit in San Francisco, TechCrunch reported.

“It has changed the culture of our company,” Roberts said, adding that senior director of national customer operations Frank Eliason, also known as Famous Frank, has 11 people working under him to handle the company’s comcastcares Twitter account.

Roberts added that an entirely different kind of dialogue comes in via Twitter than via telephone complaints, and he is pleased with how Comcast has used the social-networking site to respond.

david.cohen@adweek.com David Cohen is editor of Adweek's Social Pro Daily.
Publish date: October 21, 2009 https://dev.adweek.com/digital/a-comcastic-use-of-twitter/ © 2020 Adweek, LLC. - All Rights Reserved and NOT FOR REPRINT