Frank Eliason, Citi Presentation - BDI 4/19/12 The Social Customer Service Leadership Forum

Social Media isQ Marketing Nirvana!Marketer

Marketer

What??? I hate this company This product does not work Have you called them? Ugh!Marketer You should try working there!

This Company will be easy & helpfulCustomer

I will love the product & service will be greatCustomer

What??? It is your fault! Jump through these hoops to get help We are not availableCustomer The system is down

Damn it! I will tell everyone I know about this company!Customer

Our Service Department is great & happy! They have balloonsMarketer

I know! Customers want social service!Marketer

They I finally love us got help!Customer Marketer

Need help? Huh? Just complain as loud as you can!Customer Marketer

Welcome to @YourService Customers and Employees own the brand Winning in social requires a culture shift! The change starts at the top

Social Service is a Failure Social Service is not about shutting up the loudest Customers! Each interaction must drive change through all service channels Customers prefer social! Not! Sorry this is a myth

The Winning Formula CE x P = Social Media Success (or Failure)

Defining CE Company Experience is equal to: (Product Experience + Customer Interactions + Employee Experience)

Defining P Passion

The Power is in You! Do not be afraid to share realities upward Stories Drive Change! Use them Every action you take sends a message! Try a capital ‘C’

@YourServicePreorder today!• Available April 24 in the United States• Available Early May, 2012 in the UKI look forward to chatting further!@FrankEliason

Frank Eliason, Citi Presentation - BDI 4/19/12 The Social Customer Service Leadership Forum

by Business Development Institute

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