Frank Eliason has an amazing story to tell. As a customer service manager at Comcast - he was used to dealing with customers on a daily basis in a way that most marketers have never been. His knowledge of their problems and what it takes to solve them was the sort that many people within an organization have, but rarely does this knowledge get connected with a marketing or PR effort. So Frank started communicating with customers through Twitter … and his @comcastcares Twitter account is now one of the most legendary on that site for how he has managed to communicate directly with customers and do it in an open and authentic way. This interview is his story of how he made that happen at a huge brand that had an uphill battle to fight in terms of finding and using its personality to better connect with their customers.