(R)evolution: Frank Eliason on the Social Business and Customer Service

• November 5, 2010
• 27 Comments

Welcome to the (R)evolution, a new series that connects you to the people, trends, and ideas defining the future of business, marketing, and media. In episode 8, I proudly welcome Frank Eliason, senior VP of Social Media at Citibank.

Frank is recognized as one of the fathers of modern customer service. Prior to joining Citibank, Frank was known to many as the voice behind @ComcastCares, one of the earliest examples of how a business could use social networks to proactively listen and respond to customer concerns in real time. As you’ll hear in our discussion, whether we approach social media from Service, Marketing, Advertising, HR, et al, we quickly learn that the 3F’s (Friends, Fans, Followers) are not created equally. Their voices and their experiences require nothing less than the socialization of the complete business. And therein lies the challenge ahead…In order for businesses to mature and genuinely connect in the Last Mile, social media will have to cut through the red tape and break down the walls that divide the corporate culture and prevent true engagement and adaptation.

Before we can collaborate with others, we have to first collaborate within…

Credits:

Andrew Landini, Producer
Adam Eckenfelder, Audio Tech/Re-Recording Mixing

Location:

House of Blues Foundation Room, Las Vegas

Past Episodes:

1: Empowered with Josh Bernoff
2: Silicon Valley vs. The World with Sarah Lacy
3: Rick Bakas on Social Media, Wine and Community
4: Charlene Li on Open Leadership
5: Michael Fertik on Privacy and Social Networks
6: Philip Kaplan on Social Commerce and Influence
7: Scott Monty Steers Ford to Social Relevance

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