Social Media Customer Service is a Failure – Frank Eliason, Citibank

See on Scoop.itEnterprise Social Media

“Frank Eliason made his bones as a VIP while leading the social media charge at Comcast. “


Eliason became famous by putting a human face on Comcast, solving customers’ problems via Twitter.


He’s got a lot of good insights in this article, especially regarding companies’ orientations toward social media: “[they] go in from one of three perspectives. They either go in from a marketing perspective, a communications perspective, or a customer service perspective. “


We think that’s just sad. Social media can provide benefits across all aspects of a company. That’s why we wrote the Be a Person book series htp:// 



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About NextPhase Selling

Social Media Performance Group is a premier enterprise social media consulting company that offers a unique approach to integrating social media into the enterprise — forget about the tools, it's all about the strategy! Rather than focusing on the tactics (do this or that on LinkedIn, Twitter, YouTube), first we work with you and your senior leadership to comprehend your corporate strategy. Once we understand your strategic objectives and goals, we show you how a comprehensive social media strategy can integrate with and support your corporate strategy. We take an enterprise-wide view based on our unique Enterprise Social Media Framework, which maps social media to all appropriate touchpoints in your enterprise. We go beyond the obvious quick hits — sales and marketing — and help you achieve social-media-driven results in areas such as product development, customer service, and employee engagement and retention. As a result, social media is not just bolted on; it is integrated with, and provides support for, your company's existing strategy and operations, yielding unprecedented results.
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