Frank Eliason
Head of US Digital and Customer Experience, Zeno Group | @frankeliasonFrank Eliason has been described as the "most famous customer service manager in the U.S., possibly the world." By expanding the reach of customer service via social media, and taking the simple approach of asking "Can we help?" he repositioned the relationship between Comcast and its customers. At Citibank, Frank and his team are helping to change the way a global financial institution manages its relationships with a diverse community of consumer, small business and corporate customers-to serve and exceed their expectations and helping build a lifetime of trust between Citibank and its customers
Frank Eliason is currently Head of US Digital and Customer Experience for Zeno Group. He is also the author of @YourService published by Wiley. Frank became well known in social media for the Customer Service outreach function that his team at Comcast was involved with. This work has been recognized by many news organizations such as ABC News, New York Times, Business Week, among many others. Follow Frank on Twitter at @FrankEliason
22 articles by Frank Eliason
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Personal Witness to the Convergence of PR, Marketing & Customer Experience
Oct. 7, 2015 -
It Is Time for Brands to Bring Their Social Media Home
May 23, 2014 -
Are We, Social Media Professionals, Destroying Social Media?
Feb. 27, 2013 -
Social Media As We Know It Is Dying and I For One Am Glad!
Jan. 29, 2013 -
Dear World: Let's Focus on Being Positive
Aug. 2, 2012 -
January 24 Celebrates the Original Social Customer Advocates
Dec. 20, 2010 -
Humanizing the Brand: Building Partnerships Throughout Your Business
Dec. 17, 2010 -
The Customer Service Darkside
Aug. 4, 2010 -
A View of Social Media from a TV Guy
July 20, 2010 -
Its Time to Think Differently about CRM
March 28, 2010 -
Social Media Business Evolution Part 1: Culture
March 10, 2010 -
What will Drive Organizational Change Toward Service?
Feb. 6, 2010 -
The Customer, not the Company Defines How Products are Used
Feb. 4, 2010 -
I wanted to make sure you all knew that I am Frank, not 4123 1234 5678 9012
Jan. 29, 2010 -
Is Your Customer Service World Class?
Jan. 19, 2010 -
Customer Service as the New Marketing?
Jan. 15, 2010 -
Tell A Story of Widgets and Whatchamacallits
Jan. 6, 2010 -
Attention C-Suite: The Times They Are A-Changin'
Dec. 29, 2009 -
Does Customer Service Influence Customer Service Ratings?
Dec. 25, 2009 -
Twitter is Not for Everyone
Dec. 19, 2009 -
Just Fix Customer Service...
Nov. 24, 2009 -
The Customer Service Evolution
Nov. 19, 2009