5 recommendations for delivering effective social media customer service from Frank Eliason

Frank Eliason is widely regarded as one of the innovators for delivering customer service through social media from his work at Comcast, initially delivered through the @ComcastCares Twitter handle. Eliason shows the importance of the intersection between social media and customer service when he says:

“The customer now has control of your brand, and if you really want them to share your marketing message, you must fix the overall customer experience”

“Many would say customer service has always been marketing, but the fact is the companies had a much larger control of the message than they do today. Social media has changed that and the customer has gained that control”.

Now at Citibank, Eliason has continued to give great advice on how to apply social media for customer service, and is author of the book @YourService.

Les mer her.