Human Side of Customer Support by @FrankEliason at #BrandsConf

Time to Be Frank at the #BrandsConf 2011, presented by Frank Eliason.

The provocative message delivered by Frank Eliason (@FrankEliason), SVP of Social for Citi and creator of Comcast Cares targets the heart of today’s branding dilema.

To be frank, Frank’s message was this: Holistically, the corporate structure is unable to have true brand impact when the full brand truth is broken by the disparate departments of an organization. 

With so much emphasis placed on the process of a successful call center and rewards given by the time a person spends on the phone during a customer service call, the process is clear, but what is the identity?

 The disconnect of the true voice of a company’s brand is causing an identity crisis that requires a new approach for success. Frank encourages c-level business leaders to consider all of the pieces, from brands to service to development and deployment.

He shares more about his thoughts on the true ticket being dropped by customer support departments on his blog: http://www.frankeliason.com

To catch his presentation in its entirety, visit the video recordings of the #BrandsConf 2011 here > HTTP://WWW.USTREAM.TV/RECORDED/18407514

Contributed by Andrea Cook, #140Conf Live Event Correspondent. Andrea Cook has brands and buzz on the brain. Since 1999, her chicago-born consultancy, The Midas Center has provided award-winning marketing and media solutions to law firms, education facilities, non-profits, artists and hyper-local communities. She strives to support the noble game changers and life savers through social media marketing. She is a pioneer, coach, editor, cowork-owner and consultant for hire. Services vary, Live Event Correspondent services preferred. more >>