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The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
The Future of Customer Service, Frank Eliason, SVP Citi,
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The Future of Customer Service, Frank Eliason, SVP Citi,

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Afternoon keynote from Frank Eliason, Citi

Afternoon keynote from Frank Eliason, Citi

Published in: Business, Education
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Transcript

  • 1. Social Media is Marketing Nirvana!Marketer
  • 2. Marketer
  • 3. What??? I hate this company This product does not work Have you called them? Ugh!Marketer You should try working there!
  • 4. This Company will be easy & helpfulCustomer
  • 5. I will love the product & service will be greatCustomer
  • 6. What??? It is your fault! Jump through these hoops to get help We are not availableCustomer The system is down
  • 7. Damn it! I will tell everyone I know about this company!Customer
  • 8. Our Service Department is great & happy! They have balloonsMarketer
  • 9. I know! Customers want social service!Marketer
  • 10. They I finally love us got help!Customer Marketer
  • 11. Need help? Huh? Just complain as loud as you can!Customer Marketer
  • 12. Welcome to @YourService Customers and Employees own the brand Winning in social requires a culture shift! The change starts at the top
  • 13. 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
  • 14. The Winning Formula CE x P = Social Media Success (or Failure)
  • 15. Defining CE Company Experience is equal to: (Product Experience + Customer Interactions + Employee Experience)
  • 16. Defining P Passion
  • 17. 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’
  • 18. @YourServicePreorder today!• Available April 24 in the United States• Available Early May, 2012 in the UKI look forward to chatting further!@FrankEliason

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