Frank Eliason: the Pioneer Behind Customer Support on Twitter


I have to admit, I was at first a little star struck by Frank Eliason. After all, as the person who established a new customer support paradigm on Twitter for Comcast, he’s a celebrity among the Twitterati. But when I met Frank at BlogWorld last month, he was just as nice as can be. The next time I saw him, he was leading a conference panel about customer support via social media. I’ve been a fan ever since.

A lot has changed since Frank first introduced the concept of customer service on Twitter in April of 2008. Now, many companies (including Boingo) view Twitter, Facebook, etc. as important channels for interacting with valued customers. See what you started, Frank? 😉

Unsurprisingly, Frank travels a good deal. Below are a few of this travel tips:

  • When you travel, what is the one item you always take with you?
    I can’t narrow it down to just one item! I always pack the same things: iPhone, Netbook, laptop, wireless cards, toiletries and clothes. With all my electronics, you may not want to stand behind me in the security line, but rest assured I tend to be fast.
  • What are you listening to your on your iPod these days?
    I am mainly into Billy Joel but am also listening to a Grammys CD that goes through all the years of the Grammys.
  • What is your favorite city in the world and why?
    My favorite city is Venice. I went there for my honeymoon and also after our daughter passed away. During my honeymoon, I marveled over the city’s uniqueness. During our last visit, I also grew to appreciate the people, their spirit, and their generosity.
  • What is your favorite dining spot in the world?
    There is a restaurant on top of the Hotel Danieli in Venice that has the most amazing view. I highly recommend it. Food is good too! I hope to get back there some day.
  • Where have you been recently that you liked or were surprised by?
    I did not stay there, but during my last trip to Vegas I spent a lot of time at the Encore. I am not a gambler, but I have to say I really enjoyed the restaurants and ambiance of the place.
  • What’s the most surprising/unexpected place you’ve ever visited?
    Tallinn, Estonia. I just loved that place. It was amazing to see on one side, the Soviet-era housing and on the other side, a quaint older city that was thriving.

Frank, when you’re ready, please share with us the deets on your next pioneering project!

About Melody Demel

Melody is Senior Manager, PR for Boingo Wireless, where she is responsible for media relations, brand building and thought leadership initiatives. Melody is a die-hard Nebraska Cornhuskers fan and retired NCAA DI college field hockey player.
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