Posts Tagged ‘frank eliason’

In Social Media, the Customer is Always Right – Right Now

Frank Eliason and I have known each other for many years. We’ve shared the stage on many occasions, he’s made an appearance on Revolution, and most importantly, I’m proud to call him a personal friend. Frank has championed the adaption and transformation of customer service during his time at Comcast and at CITI. Never one to shy away from sharing his opinions, he’s certainly bullish on where service needs to be as a function and a philosophy versus where it is today. In fact, he’s gone so far as to call out social media customer service as being a “failure” in its current state.

Social Media Customer Service is a Failure!

Part three in a series introducing The End of Business as Usual…Written by Frank Eliason (@frankeliason)

Certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with customers. As I look around I see many interesting aspects of social media from large and small businesses. and I am very excited to see companies trying new things to reach their customers. But we are now moving in a new direction and I think too few see it yet.

(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.

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. More so, he humanizes technology’s causal effect to help people see people differently and understand what to do about it. He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent thought leaders in digital transformation and innovation.

Brian has authored several best-selling books including What’s the Future of Business (WTF), Engage! and The End of Business as Usual. His blog, BrianSolis.com, is ranked as a leading resource for insights into the future of business, new technology and marketing.

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