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

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“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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