Goodbye
Finding the place to begin a blog post can be really difficult, but this one is the most difficult yet. Sometimes it’s best to just lay it out there, so here we go! It is with very mixed emotions that I tell you I am leaving Comcast.
You may know me as @ComcastCares on Twitter, or simply as Frank. Since September 2007, I have been on a journey with Comcast that I am not sure I will ever fully understand. I joined Comcast because I loved the products, especially On Demand. My kids could not live without it (I will hear Bernstein Bears in my head for years to come)! In addition, I saw an opportunity to help improve the overall customer experience. Thanks to the help of so many people internally, and all the customers I’ve had the chance to interact with, we have made a difference. Beyond the customer experience, social media has allowed me to build so many friendships that will last for years to come. Over the next few weeks I will share some of those stories, and I hope you do the same.
In July 2010, Comcast is a vastly different company. Last year we publicly introduced the Comcast Customer Guarantee. We even changed our Credo to:
“Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market.”
If you are like me, your reaction may be that these are just words, but I have seen dramatic changes within the organization. Like many companies, we had many silos, which I have watched come down. As people are more and more connected to each other, this continues to happen every day. I have watched people like Rick Germano take on additional responsibilities and dedicate themselves to improving the customer experience. Rick has posted here, but beyond his posts, he has been a great role model for me and I appreciate the support he has shown. Recently there have been many additions to the Comcast Team, including Neil Smit, President of Comcast Cable. Neil has a background in Customer Service. On his first day with us, he was listening to calls. I love that! Mike DeCandido recently joined us at SVP of Call Center Operations. Mike has been working diligently to change the structure of the Customer Service Team and truly deliver on the Comcast Credo. In getting to know Mike, I have no doubt he will be successful.
You may be wondering why I would leave Comcast with all these exciting things going on. Over the past few years I have learned a lot about myself. While reading Seth Godin’s Linchpin, I realized that I enjoy being an artist. My passion is taking on different challenges and finding ways to create the best results. An opportunity to return to banking in a social media role has presented itself. With an outstanding team and functional plan in place here at Comcast, it is the right time for me to accept a new challenge. You can follow my progress at my personal blog, and on my new Twitter account @FrankEliason.
Comcast has received a lot of recognition for our work on Twitter, including Business Week’s “Comcast Twitter Man” story. My favorite was a local Fox story that I would love to share, but it is not available online. The reason it is my favorite was because of the manner in which it showed my entire team. They are the real reason for the success we have seen. Some of you know @ComcastBill, @ComcastSteve, @ComcastDete, @ComcastMelissa, @ComcastBonnie, @ComcastSherri. What you might not know is we are much more than just Twitter, and there are many individuals that make it all happen. Over the next few weeks I will try to introduce you to many of them, and how they are working to help our customers have the best possible customer experience.
I am looking forward to celebrating the Comcast Digital Care team’s accomplishments and the people that made it all happen. I hope you are as proud of my team as I am. I know they will continue to be rock stars in social media and Customer Service.
Enter Comments
Please note that all comments on the Comcast Voices blog must follow the guidelines outlined in the blog policy. All comments will be moderated prior to appearing on the blog. This is important to prevent spam and personal attacks. If posting a comment about a specific customer service problem or personal account issue, please contact us here, or post your question to the Comcast Help & Support forums.
Comments (29)
Best of wishes on your next move in life!
Frank, I've been out of state so missed your announcement and the changeover. While I wish you the very best of luck in your new endeavor, I know I am not the only one that will miss you. In my opinion, you were integral to the success of the Digital Care Team. I'm pleased that I will be able to continue to follow your adventures as you utilize your skills and abilities at Citi. Again, best of luck!
Frank, congratulations on your new role! I'm sorry to see you leave Comcast but am amazed at all the great things you've done these past few years. I can truly say that you have helped me personally numerous times, going all the way back at the beginning when you were just getting started on Twitter. It DID have an impact on my perceptions of Comcast! Your accomplishments speak for themselves! Good luck!
Frank - just wanted to tell you, you'll be missed. You did a phenomenal job at Comcast Cares and I'm sure there are great people who will be picking up the slack with your departure. You were one of the first tweeters I followed and I guess I'll start following you as Frank. When someone has such an impact, I think it's helpful to say thank you, even though, you really are ust a stranger. You're affecting people more than you know & for that I say thank you. Good luck in your new gig! Wendy (wls26)
It was with great sadness that I read this post Frank. You have become a "remote friend" to me, in helping me with problems both large and small. In every instance, you've shown what "Customer Service" means, and should mean to many of us who have had the pleasure to talk (or type) to you.
You should be teaching other companies about Customer Service.
I want to leave you with this.
You have helped ME redefine what Customer Service is, and should be. You set the bar high, and having worked with people like @ComcastBill who I've worked with, I see a part of you has rubbed off on your wonderful colleagues.
It is with profound sadness that I see you go, yet wishing all the best, to a man who really cares about the people who count, his customers.
Thank you, for all you've done.
David Champagne (@DChamp)
Bristol, CT
Frank- Linchpin continues to inspire me everyday as well, and I am thrilled to hear about someone who is taking their artcto the world (especially yours!)
I will be eagerly watching your journey to see where your new endeavor takes you, and I wish you the best every step of the way :)
Frank - congrats! on your next adventure in social media. Looking forward to the impact you'll make (and the lessons you'll share) taking your customer service orientation into marketing.
Best of luck, Frank. Working at an agency that's partnered with Comcast for nearly a decade now, I can tell you that you're not just blowing smoke about the transformation. Comcast has made amazing strides in its product offerings, its customer service, and its overall experience. You and your team are certainly a big part of that.
And that's not just the agency guy talking. I've been a Comcast customer in Baltimore for 13 years. And I'm happier now than ever.
So happy trails, and thanks for showing great big companies around the world how to connect with people again.
We're going to miss you, Frank. Thanks for everything you did to get Comcast on the road to becoming an effective user of social media to meet our customers' needs and improve our service. Best of luck in the new role.
Frank, you will be missed. Hopefully I didn't drive you away with all my problems. Best of luck to you on all you future endeavors. Hopefully our paths will cross again soon!
Good luck to you and your future endeavors, Frank! You and the rest of the team have done a wonderful job.
Good luck on your new challenge Frank, I hope we have more opportunities to connect in the future. You've started a great thing there at Comcast.
WOW. All the best, Frank! I've learned a lot from you and I'm sure you'll continue to educate us. You are an innovator, and that perspective is key. Good luck in your new role!
Frank,
I will really miss your upbeat psyche here. You changed my entire perception of Comcast, because they chose you to represent them and it wasn't just words. Deep thanks for all you've done.
I'll be contacting the regional person again as things have gone downhil with 2Mps downloads and .4 uploads and constant dropouts, but it reminded me that you were here and things would eventually be OK. I hope that the next person (will there be one?) will be as open, helpful, reflective, and honest as you are.
Best for you on this next phase of your life
- Andrys in El Cerrito, Calif
Frank, you should be so proud of the work you've done for Comcast and the entire industry. We've Tweeted a few times as I was with Time Warner Cable here in Indianapolis for almost 10 years in the 80s and 90s, and share your love of cable and digital products. I am proud of what you've done for what I will always consider one of my professions. The next place you land will be Blessed to have you! If there is ever anything I can do for you, please don't hesitate to let me know!
Nancy Myrland
@NancyMyrland
Best of luck Frank - looking forward to the next chapter.
Good luck Frank, you have done an outstanding job at Comcast!
Good luck Frank it was a pleasure working for you! I wish I could have stayed also!
Hi Frank,
Even though we don't get comcast service in South Africa I heard about you on Leo Laporte's TWiT podcast. Well done with the way in which you and your team elevated customer care and shortened the feedback loop for the better. I know many others have taken note and followed your lead.
All of the best with your new venture.
Regards,
Dion (Cape Town)
You will be missed, Thank you so much for sharing your time and talent with me and everyone here at Comcast. All the best may your passion continue to drive you to happiness and fulfillment.
Bob McWilliams Jr.
bobm512z on twitter
Good luck, Frank. You've done great work -- I'm happy that it's been at Comcast and that you're seeking your bliss in your career. Keep being an artist. Cheers!
You are a visionary, Frank. Getting to know you during your @ComcastCares journey has been a complete and total pleasure.
Comcast has had a jewel in you and your team.
I look forward to seeing where you go next!
Lucretia (aka @geekmommy)
Good luck in the future, maybe we will cross paths again soon.
Marcus
-Meltwater Buzz-
Frank I remember before you were blown up to be the man you helped me and a few of my friends back here in Maryland with our account issues. Since then, we have seen the success of your outreach initiative. I even cited you today not knowing you were moving on as a success story of customer service and how I use you as a model for a project that I am trying to infuse with your weblike mojo.
I appreciate all you have done in setting the bar for customer service and wish you luck on your future endeavors. Unfortunately, in 6 months, we will no longer be Comcast customers as we are moving to a new home with FIOS built in. But you never know where the internet will take us, we could be back.
Good Luck
Frank, thank you for your work at Comcast. It has made a difference in the customer experience for many of us who use Twitter as a communication tool. Personally, I've witnessed continuous quality improvement in customer service across the enterprise. My hope is that your seeds of change will continue to grow. If you're staying in the Philly area, w00t w00t! If not, this vicinity will certainly miss you. Best wishes.
I'm sorry to hear that you're leaving, but wish you all the best in your new endeavour, Frank!
I hope that your team continues to get the support they need from the organisation to do what they have been doing for the past couple of years -- solving problems and making customers happy. My only fear is that without you to go to bat for them they may not be given the power to push hard for customers. Hopefully Comcast recognises their value and makes sure they can continue to be effective!
Frank -
My initial reaction was - that's too bad - but the reality is that is great for you. It is too bad for Comcast because you have been the face of this effort and you made huge strides for how companies look to use social media. You are a pioneer in this area because you were one of the first to come around and make a difference. I have enjoyed listening to you speak on the subject at places like sxsw and I hope you continue to share your experiences. It has to be a very gratifying feeling to know that you made a difference and that difference should be a lasting one. Congrats again on the new role - I will be watching your personal blog to see the ride.
Frank, you did great things and you have set a standard that others will try and emulate all over corp. America. I have no doubt you will replicate that excellence in your new endeavor.
Outstanding work, Frank. You're leaving a great legacy.
Good luck in the next chapter.