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Frank Eliason

Frank Eliason

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.In April 2012, Wiley published his first book, @YourService.� The book is a look at the intersection of Customer Service, PR and marketing.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 ManagementYou may connect with Frank on Twitter at @FrankEliason or via his blog http://frankeliason.com