He’s been called “the most famous customer service representative in the U.S. and possibly the world” by BusinessWeek and now he is sharing his Twitter secrets with PMN members. As Director of Digital Care at Comcast, Frank has been credited with reshaping Comcast’s customer service with a brilliant effort on Twitter that focused on listening to customers and then actively participating with them. So what are those secrets to his success? Here are the top 10 points that Frank made on the recent PMN webinar.
- Don’t be afraid to try new thing – be open to the possibilities of the social web
- Be everywhere your customers are
- Be, find or encourage an evangelist in your organization
- Invest in listening and ultimately participating with customers
- Be honest, transparent and responsive – adopt a “Make it Right” mentality in the customer service department
- It takes a village. Be a team player and work with your internal teams. You may even want to consider creating a cross-functional team like Comcast did.
- Find an executive sponsor/advocate – support is critical, particularly if you need to change the culture
- Measure success
- Communicate success
- Always be learning and sharing
Some great advice – thank you Frank. To hear a replay of the webinar, visit the membership section of the PMN
website. Stay tuned for some more great speakers – up next how Dell made millions on Twitter…just confirming the details!
'Til Next Time
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