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Comcast (CMCSA) had been monitoring the blogosphere since last fall, listening to what customers had to say and tracking them down to offer help. Then the company began using Twitter, keeping an eye on mentions of Comcast and responding to customers who needed help with private tweets. On Apr. 5, 2008, Comcast began using Twitter publicly. Frank Eliason is the person behind all the tweets, but he has a team of seven people who help do research and figure out how to solve customer problems.

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