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Best Books of the Year So Far
Looking for something great to read? Browse our editors' picks for 2015's Best Books of the Year So Far in fiction, nonfiction, mysteries, children's books, and much more.
Frank Eliason, Citibank's Senior Vice President of Social Media, has been described as the "most famous customer service manager in the U.S., possibly the world." By expanding the reach of customer service via social media, and taking the simple approach of asking "Can we help?" he repositioned the relationship between Comcast and its customers. His efforts at Comcast inspired a global wave of innovation in the way businesses communicate and engage with their customers--using new communication channels to improve customer experience.
Prior to joining Citibank, Frank was best known to many as the voice behind @ComcastCares, one of the earliest examples of how a business can use social networks to proactively listen and respond to customer concerns in real-time. His work with Comcast's customers is one of the top case studies proving that social media can play a positive role for corporations. This work has been recognized by many news organizations such as ABC News, CNN, The New York Times, Business Week, and many others. He is also one of the most sought-after thought leaders on social media and customer experience, and regularly participates in panels and speaking engagements.
At Citibank, Frank and his team are helping to change the way a global financial institution manages its relationships with a diverse community of consumer, small business and corporate customers--to serve and exceed their expectations and helping build a lifetime of trust between Citibank and its customers.
Prior to joining Comcast in 2007, Frank worked in customer Service management for Advanta Bank and Vanguard Investments.
Frank is a board member for both the Council of Better Business Bureaus and SOCAP (Society of Consumer Affairs Professionals). He also serves on the advisory board for Drexel University's Center for Corporate Reputation Management.
Frank's book covers an important concept for any business today. @YourService gives you solid advice and examples of why it is important that our next market disruption needs to be around the "Customer." Watching businesses turn over their profits to competitors because their Customer has a new voice they can wield freely and be heard by the majority, has flipped the script on companies.
We keep hearing businesses need to adapt, yet many are still standing there asking junior high questions - "What do we do?" Seriously, if Frank can take one of the most hated companies from a customer service perspective, and find a simple way to redirect that anger the Customer feels, then REALLY solve the issue... is it people are unreasonable as Customers OR is it customer service departments have lost their soul?
When will companies get out of their own way? Reading @YourService reinforces a message to any business - Is your company Culture - Customer oriented? There is a human element in everything we do, Frank shows you how to capture that "life" back and gives great stories/examples to help you wrap your brain around creating customer service experiences you want to be tweeted.
Read the chapter on "Scalable Intimacy" one of my favorites, which will be your favorite chapter?
What I appreciate most about the book is the author's use of his personal life experiences as the stage on which his philosophy of excellent customer services is established. This humanizes the treatment of the subject which is exactly the author's point: customer service is simply about people being compassionate and helping people. This treatment put the book in my same stratosphere as Dan Ariely's Predictably Irrational book series on behavioral economics.
Frank helped me with a Comcast issue several years ago, wowing and startling the customer as mentioned in this book. While much of what's in the book seems common sense to those of us who "get it", this book should be read by all leaders, whether or not directly in the customer service industry. Healthcare and education leaders can learn from these case study snippets.
I must admint that I read the sample pages (very much of the book) and waited for the kindle version to fill in the gaps. I was eagerly waiting to see this amazing book where you share your experience and above all, your experience as a Customer and not as a manager or as an SVP. You stated that you are only a service guy that has changed the mind of top management through time. You've been patient and that's how the book reflects you. Although I may add that in some parts suddenly you made things happen instead of going through them. But hey, this book is about the Customer being treated as it should and not as a result of a sell and no more. Centering your strategies in the Customer made a lot of sense for those that weren't (aren't) in this new wave of Connected Customer (as Brian Solis would name it) and therefore needed your understanding and expertise in the matter.
This book is really intended for all those that are in these key positions on their organizations: Every position, period. From the security guard that gives the good morning to the Customer Representative that attends the Customer with a great attitude to the CEO of the company and the board.
This is such a great book! I saw Frank at a Social Media Workshop a couple months ago. I was so impressed with him, I went out and got the book. I would highly recommend reading this book to anyone in any sort of customer service position. He gives practical advice with a lot of examples. He talks about customer service incidents, and describes the solution. He has his finger on the pulse and really is cutting edge when it comes to thinking about how to mix customer service, and technology. He also described a new level of customer service with personal touches some companies now do (by giving the customer service representative blank cards and a monthly budget to even send flowers to customers). He talks about how companies can positively startle customers, as well! Love it! It's an easy read, as well. Grab it!