When Frank Eliason joined Comcast last year, he didn't plan for his job as customer service manager to turn him into a new-media celebrity. But within four days of his new job, he was tasked to go online and find customers who were complaining about the company and help them.

Comcast was then amid a customer-service crisis from which it's still working hard to recover. In 2007, it was ranked at the near bottom of JD Power and ...