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Frank 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 Director of Globalof Social Media at Citibank and 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
We can certainly check back then. Actually I provided a lot more detail on this SMT post. I certainly believe Facebook will thrive although business pages I will bet will be out of vogue. I do think the data will get more and more important. I also expect eventually Facebook will take the ads off the site and move them to their ad network. Here is the post http://socialmediatoday.com/frankeliason/2452571/it-time-brands-bring-their-social-media-home
See you in December!
I think we can do it, even if it is sending a message to social websites regarding what is acceptable and what is not. I think more can be done to fix this. We can all influence this improvement!
That is a great idea. It came about spur of the moment one day out of irritation so I did not fully plan that out but I would love people to help create ideas like this to help spread the word. Thank you!
Thank you for the comment and that was one of the triggers, among many others, for this effort. I wrote about that in my original post on my blog:
Thank you for the write up! I will be piggy backing on this in the next few days. I could not agree more, but I would add one key point. It is obvious to me that he was in the wrong job, period. Not everyone should have a role that interacts with Customers. I agree with Peter that it seems in many ways we have become more disrespectful as Customers. We need to change that, and companies need to review what is creating that feeling. In some cases that does mean, as Shep pointed out, the need to fire the Customer. At no time should an employee feel the need to take this type of action. If you hate your job this much, I think it would be better in the long term to find a job that would make you happy.
Jacob good post! I did not know the name for CRM, but practiced it for years. Unfortunately coming from the service side, I am not sure I saw it used to its fullest. Social caused me to fully understand the benefits and how it can used throughout an organization.