the future of customer service, frank eliason, svp citi,
DESCRIPTION
Afternoon keynote from Frank Eliason, CitiTRANSCRIPT
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Social
Media is
Marketing
Nirvana!
Marketer
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Marketer
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Marketer
What???
I hate this company
This product does not work
Have you called them? Ugh!
You should try working there!
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This
Company
will be easy
&
helpful
Customer
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I will love
the product
& service
will be great
Customer
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Customer
What???
It is your fault!
Jump through these hoops to get help
We are not available
The system is down
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Customer
Damn it! I will
tell everyone I
know about
this company!
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Our Service
Department is
great & happy!
They have balloons
Marketer
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I know!
Customers
want social
service!
Marketer
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Customer
I finally
got help!
Marketer
They
love us
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Customer
Need help?
Just
complain
as loud as
you can!
Marketer
Huh?
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Welcome to @YourService
Customers and Employees own the brand
Winning in social requires a culture shift!
The change starts at the top
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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
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The Winning Formula
CE x P = Social Media Success (or Failure)
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Defining CE
Company Experience is equal to:
(Product Experience +
Customer Interactions +
Employee Experience)
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Defining P
Passion
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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’
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@YourService
Preorder today!
• Available April 24 in the United
States
• Available Early May, 2012 in the
UK
I look forward to chatting further!
@FrankEliason