The biggest mistakes businesses make with social media.... and how you can avoid them.
Mike Stelzner of Socialmediaexaminer.com interviews Frank Eliason—the senior director of national customer care for Comcast—and the man behind @ComcastCares.
Comcast is a great example of Using Twitter to successfully engage with customers needing help.
Frank talks about the channels Comcast monitors and how they engage customers. He mentions a concept called “peers helping peers.” He also talks about what types of employees are best for handling Twitter support and shares how Twitter helped Comcast rapidly identify a problem during the NHL playoffs in less than three minutes. Frank shares some great insight on the biggest mistakes businesses make with social media and how you can avoid them.
