Thank you for this article. I have been watching as Frank [Eliason] explores more and more ways to help repair Comcast's customer service woes. Yes, they need to do more. Yes, Cluetrain encourages us
to tighten the noose on companies as soon as we've roped them in. But, let's at least give a nod to the fact that someone within Comcast is making some progress and showing the rest of the
organization a different way to connect with customers.