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

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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