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

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

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Frank Eliason, Senior Vice President of Social Media, Citi

Frank Eliason, Senior Vice President of Social Media, Citi

www.bdionline.com

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

    • 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