My SNCR Podcast Interview With Comcast’s Frank Eliason

My podcast interview with Frank Eliason of Comcast Customer Outreach was recently posted on the Society for New Communications Research website. The podcast forms the basis of a case study for the society's research study, "Exploring the Link Between Customer Care & Brand Reputation in the Age of Social Media, which was sponsored by Nuance Customer Care Solutions.

Frank describes the recent incident with Michael Arrington on Twitter, and how Comcast is developing its internal social media customer outreach team.