The Social Business and Customer Service

Businesses got to love change. Not just change, but sustained change. That’s the message from Frank Eliason. If that hasn’t sunk in your business culture yet, listen to this interview on social business and customer service. Brian Solis interviewed Frank, who Brian says is “one of the fathers of modern customer service.” At Comcast he started using Twitter to interact and communicate directly with their customers. He was the guy behind @ComcastCares. Speaking about career development, Frank Eliason is now the Senior VP of Social Media at Citibank.

The money quote:

“One day, customer service will be marketing.”

Get Feedback: the 5 Questions You Should Ask Every Customer.. (everytime)

Think the should ask, should be changed to ‘must.’ How many times do we *not* ask these 5 questions? To tell you the truth, the only question I ask is #1. And stops right there. (h/t Holykaw)

  1. What made you decide to hire us/ buy from us in the first place?
  2. What’s one thing we do better than others you do business with?
  3. What’s the one thing we could do to create a better experience for you?
  4. Do you refer us to other, and if so, why?
  5. What would you ‘Google’ to find business like ours?

[via Duct Tape Marketing]

A must read for every business.