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 www.bdionline.com
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Frank Eliason, Citi Presentation - BDI 4/19/12 The Social Customer Service Leadership Forum
- 2. Social Media is Q Marketing Nirvana! Marketer
- 3. Marketer
- 4. What??? I hate this company This product does not work Have you called them? Ugh! Marketer You should try working there!
- 5. This Company will be easy & helpful Customer
- 6. I will love the product & service will be great Customer
- 7. What??? It is your fault! Jump through these hoops to get help We are not available Customer The system is down
- 8. Damn it! I will tell everyone I know about this company! Customer
- 9. Our Service Department is great & happy! They have balloons Marketer
- 10. I know! Customers want social service! Marketer
- 11. They I finally love us got help! Customer Marketer
- 12. Need help? Huh? Just complain as loud as you can! Customer Marketer
- 13. Welcome to @YourService Customers and Employees own the brand Winning in social requires a culture shift! The change starts at the top
- 14. 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
- 15. The Winning Formula CE x P = Social Media Success (or Failure)
- 16. Defining CE Company Experience is equal to: (Product Experience + Customer Interactions + Employee Experience)
- 17. Defining P Passion
- 18. 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’
- 19. @YourService Preorder today! • Available April 24 in the United States • Available Early May, 2012 in the UK I look forward to chatting further! @FrankEliason