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Posts Tagged ‘Frank Eliason’

Corporate Customer Service Doesn’t Set the Bar High Enough

“Often companies think their customer service experience is better than it really is. However, most corporate customer support fails because it’s not human and is run through the marketing or PR departments.” That was the stark assessment of Frank Eliason, SVP of social at Citi. As a presenter at the Brands Conference on Wednesday in New York he outlined general problems facing the area along with ways to address the issues.

The customer service function is not new, but social media has changed the dynamic. “Social media has provided outlets where customers can vent, so they are taking back the power,” Eliason said. However, the existence of social platforms has led to another situation, he added. “Companies are in effect sending the message that if you want something fixed, then be as loud as you can about it.” He thinks the long-term answer is creating a feedback loop to fix the underlying causes of the complaints.

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Citigroup Wants to Be a Bank You Can Trust — and Follow on Twitter

It’s no coincidence that Citigroup now has a Facebook page, YouTube videos, and blogs behind it. The bank’s even tweeting, under the guidance of Frank Eliason, who joined in August to lead social media strategy efforts.

The bank is out to regain consumer trust, a Reuters story says, to “reach out to the younger, wealthier urban Americans that it wants as banking customers — and to improve the bank’s tarnished image.”

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Comcast Employees Give Video Tribute To Frank Eliason

Frank Eliason, Comcast’s Senior Director in National Customer Operations, or as he’s better known, the man behind @comcastcares on Twitter is leaving the company to join Citigroup.

His employees put together this farewell video for him, which even includes Comcast founder Ralph Roberts.

NPR’s Bob Garfield Booked to Keynote PRSA

7-16 Bob Garfield(2).jpg

NPR “On the Media” host, AdAge columnist and author Bob Garfield will keynote the annual PRSA conference this fall.

Garfield gained some extra notoriety by publicly shaming Comcast with the launch of in 2007.

The site launched around the same time coincidentally, that Comcast’s Frank Eliason started dealing with blogger blowback with a small team of people internally, which led to the launch of the now massive ComcastCares Twitter feed (26,495 followers and 32,893 updates as of the time of this post).

Other PRSA keynoters in recent years include Craig Newmark, Mia Farrow, Mitch Albom and “America’s PublicistKaren Hughes.