Comcast's trust agent and customer service innovator Frank Eliason has a great post on his blog about the need for business (of all sizes) to embrace social media and listen to customers. Eliason is known for bringing Comcast to Twitter with his handle @comcastcares. I have enjoyed numerous interactions with him via Twitter that have helped build my confidence in an otherwise faceless corporation. His clear and candid answers to questions regarding service outages have helped me better understand what problem has manifested and what Comcast personnel are doing to remedy the situation.

Eliason's post suggests firm's adopt a "cohesive listening plan" and examine customer stories on Blogs, Twitter, Technical Forums, and Facebook.  I couldn't agree more with Eliason's thoughts on this and the idea that companies need to engage in the discussion about positive or negative customer experiences.

Take a look at Eliason's post on Fixing Customer Service