Friday, September 21, 2012
11AM PT / 2 PM ET
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. In this Internet Evolution webinar, find out:
- how brands can use the oceans of information generated by hundreds of millions of customers talking on social media
- how companies can lead the conversation and influence it
- what to do with the information gleaned from customer voices about products, services and brands
Hear from Frank Eliason, SVP of Social Media at Citi on tapping into the power of listening to customers on social media.
Frank Eliason, Senior Vice President of Social Media, Citibank
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Frank Eliason, Citibank’s Senior Vice President of Social Media, is “the most famous customer service manager in the US, possibly the world.” 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. This work has been recognized by many news organizations such as ABC News, CNN, The New York Times, Business Week, and many others. He is also one of the most sought-after thought leaders on social media and customer experience, and regularly participates in panels and speaking engagements.
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.
Prior to joining Comcast in 2007, he worked in customer service management for Advanta Bank and Vanguard Investments.
Frank is a board member for both the Council of Better Business Bureaus and Society of Consumer Affairs Professionals. He also serves on the advisory board for Drexel University's Center for Corporate Reputation Management.
You may connect with Frank on Twitter at @FrankEliason or via his blog http://frankeliason.com
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