Frank Eliason of Citi, called by BusinessWeek "the most famous customer service executive in the U.S. possibly the world," spoke this morning at Business Development Institute's conference on The Social Customer.
My favorite quotes:
"People get social not through metrics, but through stories."
"'Social service' is a failure."
"Customers don't want social service, they want it handled right the first time.
For explanations, you should pick up/download his book, @Your Service, How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Technologies. Or connect with Frank here at TSC.