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 >> 

Next Era of Brands Examined: Social Brandology PART: TWO #Brandsconf

Brands and the people who are managing them online through social media get real at #BrandsConf 2011 in NYC.

The advent of the web is allowing people to connect. It is redefining our communities and the marketplace and giving us abilities to connect through dimensions of time and space that proves that humanity as we know it is indeed evolving. 

Another element evolving? Brands. Once limited to printed logos, advertising campaigns and publicity appearances, the image of a company known as its “brand” has sprouted into a living entity, living among us, interacting as one of us. Brands are emerging in this new tech world and are becoming one with humanity.

The new life form of the brand is redefining an era. An era that Jeff Pulver finds fascinating and has invited us in a journey of exploration for this year’s second annual Brands Conference. Founder of Vonage and the #140Conf movement, Pulver has titled this year’s #BrandsConf, “The Humanization of Brands.”

As with all of the #140 events that have taken place all over the world for the past two years, presenters and panelists represent a wide variety of backgrounds. The one-day event is chocked full of 10-minute segments rich with passionate testimonies that inform and inspire viewers while engaging them IRL (in real life) and online via social channels like UStream and Twitter.

#140 Conference volunteers register hundreds of guests to watch over 50 presenters at the #Brands Conference 2011 in NYC. The conference, held at the 92nd Street Y venue opened its doors at 8:00 a.m. on Wednesday, November 9th while the participants from all walks of life opened their hearts and minds to share and learn, and evolve along with over 50 brands that were represented.

Lessons learned stretched beyond the basic 100-level principles of “brandology” and social media as the storytellers took center stage to share about the development of leading brands, individual blogger brands and start-ups.

Some brands represented like Sears, Estee Lauder, IBM, Coca-Cola, Pepsi, and Sesame Street have penetrated the market successfully through traditional media. These Goliath brands now search for solutions using new, experimental techniques along with everyone one else as they venture out in the new world of social and mobile technology and test the market and create the undiscovered best practices. Exciting for some, terrifying for others.

As we collectively explore the genesis of the socially engaging brands that are being developing before our eyes and social networks, we see how they embed themselves in our communities, networks, tribes and culture, at times defining and leading the way. It asks the question: Who is in charge of the brand: the creator, the company or the community?

A behind-the-scenes perspective from the making and managing of social brands to the influence and impact brands are making on the human race, this #140Conf examined the new life form of social brandology.

Social brandology is both an art and science, measured by love and metrics respectively.  The complexity of this concept is multifaceted and can be better understood by hearing from the brand creators themselves.

The brands responsible to giving life and voice to companies, startups, nonprofits and celebrity-level bloggers are represented in the spectrum of speakers. You may watch the videos from the #Brands Conference Humanization of Brands here >>

More on some of the trending takeaways from the event will follow like:

- The Evolution of the Community Manager

- Movements VS Marketing 

- Doubletree Goes Offline with More Cookies

- Human Side of Customer Support

- Big Bird. Big Voice. Big Heart.

- Do We Really Want Rock Stars to Be Real?

and more… 

If you have an interest on one of the trending topics, please feel free to request your preference by adding a comment below or by sending us an @message via Twitter and we will prioritize accordingly.

This content was originally contributed and published on the #140Conf site as part two of a two part series, preview and review of the Brands Conference 2011. 

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 and 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 >> 

TMC Workshop: Branding, It's Not Just For Cows

Want to Learn More About Branding?
Branding is not just for cows. Your brand is the reputation and presence you and your business project in the community and the marketplace. Learn how you can impact your personal and professional brand to increase results that lead to success. Get tips on how to develop a strong brand strategy and separate yourself from the competition.

Course includes information on what branding is, pitfalls to avoid and suggested tools to help build and grow your brand equity. For more details including course fee, available discounts and on line registration, click here >

The Midas Center Workshop Update

Yesterday's workshop entitled "Social Media 101" presented 101 tips and tidbits on Social Media, from its evolution to its current tools, suggested strategies and first steps to get participants started. Twelve guests attended and received handout materials that included a glossary of latest terms and more tips to take back to the office or home computers. Course material was developed for users to become smarter and more efficient with their social media practices.

If you were unable to attend this workshop but would be interested in an encore presentation at The Midas Center for your business or organization, please contact us.

The next workshop is scheduled for the last Friday in February and is entitled "Branding: It's Not Just For Cows." This session is scheduled for noon, February 25th at The Midas Center. Registration is required. Details will be posted soon!

Wheel of Progress Congratulates Winners!

We are pleased to announce the winners of the Wheel of Progress: 2010 drawing for Plymouth Chamber of Commerce gift certificates!

Today, on Monday, December 9th, The Midas Center presented the results of the Wheel of Progress 2010 to the public. During this presentation, The Midas Center shared the process on how the new image and message was developed. Much of the process included an agreement on the need of a cohesive image for Plymouth as stated collectively by five key stakeholders. Stakeholders included the City of Plymouth, Plymouth Community Public Schools, Plymouth's Chamber of Commerce and PIDCO who commissioned The Midas Center to develop a new image and message that will be used to communicate Plymouth online.

The presentation overview may be reviewed on a post shared on iHEARTplymouth.com >

The apex of the presentation was a slide show of the value propositions of Plymouth with the main message, "Join us in the Journey." For a preview of this slideshow, please see below:

And last, but not the least of today's presentation included the announcement of the winners of the five $100 gift certificates from the Plymouth Chamber of Commerce. The winners are:
- Ken Houin
- Gnomes_Garden
- Lois Evan
- S Clarke @ fourway
- Brantley Houlihan

You may stop by the new offices at The Midas Center, 200 N. Michigan Street in downtown Plymouth to pick up your gift certificate. Please stop by during regular business hours and I.D. will be required.

The next phase of the Wheel of Progress: 2010 will be presented to the public in March of 2011.

Thank you all who participated to make this campaign successful! The members of The Midas Center thank you for your investment into this public branding program and we hope to continue to work with the community towards the ongoing progress!