An Interview With @comcastcares

Perhaps the best example of a company leveraging new media to turn nasty customer complaints into happy customer evangelists is Comcast. Yes, you read that right, Comcast. This nifty piece of conversational jujitsu has been accomplished in large part by Frank Eliason, better known by his handle @comcastcares on…

Comcastcares Pic

Perhaps the best example of a company leveraging new media to turn nasty customer complaints into happy customer evangelists is Comcast. Yes, you read that right, Comcast. This nifty piece of conversational jujitsu has been accomplished in large part by Frank Eliason, better known by his handle @comcastcares on Twitter.

I’ve been following Frank’s work on Twitter for a while, it seemed he was always listening to what folks were saying, and when folks (inevitably) ranted about Comcast service, he jumped in, and almost always seemed to fix the problem. Then it happened to me, in October, my service started acting deeply flaky, and I complained about it.



I quickly got a response, and when I moved to a new place last month, he helped again. Then just this weekend, my new Internet service started acting flaky again, and in ten minutes, Frank had assessed the problem and helped me fix it, calmly, intelligently, and in the grammar natural to social media.

I wanted to learn more about Frank and Comcast’s efforts in this area, so I emailed him and asked if he’d do an interview. Below is the result. Thanks Frank!

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gOS Cloud: Search as Interface

There is something so reassuring about seeing an emerging operating system play, based on Linux, that so blatantly declares its navigational interface to be search, specifically Google. gOS, which debuted early this year on a $199 PC sold at Walmart, announced Cloud earlier this week. I managed to miss…

Gos Cloud

There is something so reassuring about seeing an emerging operating system play, based on Linux, that so blatantly declares its navigational interface to be search, specifically Google. gOS, which debuted early this year on a $199 PC sold at Walmart, announced Cloud earlier this week. I managed to miss it till now. More here and here.

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Me On Ad Nets

For your consideration: The part that people don't yet fully understand is that "vertical ad networks," at the end of the day, are still ad networks. Ad networks are a vital part of the online media ecosystem. They provide publishers with additional revenue on inventory that isn't otherwise fulfilling…

For your consideration:

The part that people don’t yet fully understand is that “vertical ad networks,” at the end of the day, are still ad networks. Ad networks are a vital part of the online media ecosystem. They provide publishers with additional revenue on inventory that isn’t otherwise fulfilling higher CPM sponsorship programs, and they provide direct-response marketers with additional reach at cost-efficient rates. Vertical ad networks offer a bit better targeting because they focus on a smaller set of sites.

While vertical ad networks may improve efficiency for direct-response advertisers, who determine success based on some variation of cost-per-click, they are not solving the needs of brand advertisers. Ultimately, vertical ad networks serve advertisers and will compete with everyone else who serves DR advertisers, from Google to the other ad networks. The excitement over “vertical” ad networks will erode as CPMs on those networks chase the DR metrics.

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Looks Like Myspace, eh?

Facebook with loads o ads: The author Andrew Chen notes that with "experimental" ad budgets (ie stuff like Facebook's nascent "engagement ads" and the like) getting slashed, this might be what Facebook looks like soon….

Facebook with loads o ads:

Facebook-With-Ads-1

The author Andrew Chen notes that with “experimental” ad budgets (ie stuff like Facebook’s nascent “engagement ads” and the like) getting slashed, this might be what Facebook looks like soon.

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Web2 Comments Winners!

I couldn't pick three, so I went with four winners. I learned a lot from the hundred or so comments that came in, and I am busy preparing for the show next week. It was hard to narrow them down, but I had to. If you won, congrats! I'll…

I couldn’t pick three, so I went with four winners. I learned a lot from the hundred or so comments that came in, and I am busy preparing for the show next week. It was hard to narrow them down, but I had to. If you won, congrats!

I’ll be reaching out to the winners via email for their free We2 passes, but here are the comments!

* Dominic Son says:

* # October 22, 2008 11:57 PM

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OpenID

I'm watching this unfold, OpenID, Facebook Connect, Y!OS, Microsoft support, Google support…it's supposedly a big group hug, but it feels like a war, folks. And it's not pretty. Note this: A couple of hours ago, the Google Security Team posted an article claiming that Google’s made the switch to…

I’m watching this unfold, OpenID, Facebook Connect, Y!OS, Microsoft support, Google support…it’s supposedly a big group hug, but it feels like a war, folks. And it’s not pretty. Note this:

A couple of hours ago, the Google Security Team posted an article claiming that Google’s made the switch to OpenID, joining Yahoo! and Microsoft in the ranks OpenID providers.

But it looks like someone may have been a bit to hasty to pull that switch (perhaps itching to get some of the limelight Microsoft has been receiving for adding OpenID to all Live ID accounts just the day before yesterday)… because whatever it is that Google has released support for, it sure as hell isn’t OpenID, as they even so kindly point out in their OpenID developer documentation

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Web2 Conversations: Shai Agassi

Continuing my crowdsourcing of Web2 conversations (and this is nearly the last one), on the third day, and just a few hours after Elon Musk, I'll be talking to Shai Agassi, founder and CEO of Better Place, and former President at SAP. Agassi is yet another example of a…

Shai

Continuing my crowdsourcing of Web2 conversations (and this is nearly the last one), on the third day, and just a few hours after Elon Musk, I’ll be talking to Shai Agassi, founder and CEO of Better Place, and former President at SAP. Agassi is yet another example of a tech executive who left the IT industry to boil a new ocean, in this case, the automobile industry. Wired recently put Shai on the cover, his plan to “sell cars like cel phones” is audacious, and some say impossible.

Remember that I’m running a contest for best comments: I’ve decided to take three of my personal complementary passes to Web 2 – yes, even the Program Chair only gets so many – and give them to those who comment on my site about these Web 2 conversations. My decisions are entirely subjective, but I plan to pick the three best questions, and reward them with a fress pass – a street value of nearly $4000 each. Yes, commentators from the past six posts are already eligible:

Mark Zuckerberg

Jerry Yang

Larry Brilliant

Paul Otellini

Lance Armstrong

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The Conversation Interface Pushes On

I've been on about this one for years, my most recent post is here. Mashable reports on another advancement in the conversation interface: Vlingo is an application that lets you perform various tasks on your mobile using your voice. Earlier this year, the company launched an application for Blackberry,…

I’ve been on about this one for years, my most recent post is here.

Mashable reports on another advancement in the conversation interface:

Vlingo is an application that lets you perform various tasks on your mobile using your voice. Earlier this year, the company launched an application for Blackberry, allowing users to perform basic tasks like voice dialing, composing emails, and sending text messages, all through speaking. Today, that application is getting an update, allowing users to do a lot more, including update their Facebook Status and Twitter

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What Am I On About

My opening presentation at the CM Summit two weeks ago. All the video is now up from the event….

My opening presentation at the CM Summit two weeks ago. All the video is now up from the event.

http://p.castfire.com/fAMEb/video/29484/cmsummit_2008-10-26-141006.flv

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