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links for 2010-11-10

  • Frank Eliason, senior VP of Social Media at Citibank.

    recognized as one of the fathers of modern customer service. Prior to joining Citibank, Frank was known to many as the voice behind @ComcastCares, one of the earliest examples of how a business could use social networks to proactively listen and respond to customer concerns in real time. As you’ll hear in our discussion, whether we approach social media from Service, Marketing, Advertising, HR, et al, we quickly learn that the 3F’s (Friends, Fans, Followers) are not created equally. Their voices and their experiences require nothing less than the socialization of the complete business. And therein lies the challenge ahead…In order for businesses to mature and genuinely connect in the Last Mile, social media will have to cut through the red tape and break down the walls that divide the corporate culture and prevent true engagement and adaptation.

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