Comcast: Twitter Has Changed The Culture Of Our Company | TechCrunch
“[Twitter] has changed the culture of our company,” [Comcast CEO Brian] Roberts said. Comcast has for a while now been using Twitter to scan for complaints and engage with customers. The idea was not his, but rather rose organically when someone in the company realized that a lot of public complaints were being sent over Twitter.
Roberts went on to note that “Famous Frank,” also known as Frank Eliason (Comcastcares on Twitter), now has 11 people working under him simply to respond to information about Comcast being broadcast on Twitter. Roberts says that it’s an entirely different kind of dialogue coming in then the usual phone complaints, and he seems very pleased about the work the team has done with the customers on Twitter.
He also noted that it’s not just Twitter the company is using now to engage with customers. They also use Facebook and some of the other networks.
A great example of a carefully-planned approach to using social media to achieve measurable business goals.
[Later] I expanded on this with some commentary in a blog post: The Twitter effect on organization culture.
