marcus welz

More and more companies are starting to embrace the social web. Comcast discovered that communicating and following up with unsatisfied customers through third party web sites (personal blogs, Twitter, etc) can have a positive effect.

Of course, that's a Good Thing™, because as a (due to lack of alternatives, sometimes forced) customer it often seems that one is interacting with a large, faceless corporation that appears to care only about taking your money, and if you're lucky, providing just enough service to you in return that it's not worth the hassle of trying to complain to them directly.

Comcast's new approach will certainly help to remind everyone that even large companies consist of real people that get up in the morning, go to work and, for the most part, work hard every day. Of course, just because they decide to dedicate some of their staff to scour the Internet for frustrated customers doesn't necessarily mean their internal business processes or policies will improve, but hey, it's a start. And in this case it seems that Frank Eliason, digital care manager at Comcast, is the person who spearheaded this new effort.