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

•

1 like•473 views

Our Social Times

Afternoon keynote from Frank Eliason, Citi

Business Education

Social
Media is
Marketing
Nirvana!

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
&
helpful

Customer

I will love
the product
& service
will be great

Customer

What???

It is your fault!
Jump through these hoops to get help

We are not available
Customer The system is down

Damn it! I will
tell everyone I
know about
this company!

Customer

Our Service
Department is
great & happy!
They have balloons

Marketer

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

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)

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’

@YourService
Preorder today!
• Available April 24 in the United
States
• Available Early May, 2012 in the
UK
I look forward to chatting further!
@FrankEliason

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

2. Social Media is 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

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