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

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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Please consider reading, Engage!: It will help you find answers to your questions…

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ABOUT ME

Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.

His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

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