A lot of talk about brands happens on Facebook, Twitter, and social media. But how can companies make sense of it all? That's the subject of our Webinar today with Frank Eliason, who pioneered social CRM at Comcast and is continuing that work as SVP of social media at Citi.
Register and join us at 2:00 p.m. EDT: Tapping the Power of Customer Voices on Social Media
Frank will talk about how companies can lead the conversation on social media, influence it, and what to do with the information gleaned from customer voices about products, services, and brands.
Customers have always talked about brands. In past generations, they sat around the kitchen table and discussed purchases and finances. Now, social media gives brands an opportunity to pour themselves a cup of coffee, sit down at the table, and become part of the conversation.
That's what Frank, "the most famous customer service manager in the US, possibly the world," specializes in. 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 in his previous role at Comcast. His efforts at Comcast inspired a global wave of innovation in the way businesses communicate and engage with their customers: Using new communication channels to improve customer experience.
In April 2012, Wiley published his first book, @YourService. The book is a look at the intersection of customer service, PR, and marketing.
Prior to joining Citibank, Frank was best known to many as the voice behind @ComcastCares, one of the earliest examples of how a business can use social networks to proactively listen and respond to customer concerns in real-time. His work with Comcast's customers is one of the top case studies proving that social media can play a positive role for corporations.
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 help build a lifetime of trust between Citibank and its customers.
Connect with Frank on Twitter at @FrankEliason or via his blog @YourService.
Register now for the Webinar at 2:00 p.m. EDT today.