Hallo, Hello, Ola, Salut.
By Frank Eliason, SVP, Social Media October 13, 2010 11:44 AM
I'm new at Citibank. My role is to steer Citibank's social media efforts (managing its presence on things like blogs, Twitter and Facebook), but my goal is to bring Citibank closer to our Customers.
Most recently, I worked at a large cable company as director of digital care. I used tools like Twitter to listen to and help Customers (whom you may notice I refer to with a capital "C"). Some considered this a novel concept and I quickly gained notoriety. For me, though, it was simply doing what came naturally. If a Customer needs help, I want to be there to offer whatever assistance I can.
I'm looking now at translating what I've learned to a new setting at Citibank. It will be an adventure, one that I hope you will join me on. Like most people, I was very nervous the day I started. I remember the train ride coming here, yet my nerves subsided as everyone made me feel welcomed. On the first day, I saw the hello video, which I loved, but it too made me nervous. How can I live up to expectations?
During my interview process, everyone I met with focused on the overall Customer experience and their role in shaping that. And Customer stories were (and still are!) everywhere -- on life-size posters, on internal websites and in pictures on desks. To this Customer Service guy, that was exciting to see and hear. Now I look forward to learning together and creating the next level of banking experience with my new team.
Over the coming months, I hope to bring you inside Citibank to meet some of the people who serve Customers' needs every day -- the regular people who answer the phones, greet you at the branch and work behind the scenes to create the best Customer experiences possible. You can also reach out to me and my team at @AskCiti, the official Twitter ID for Citi Customer Service.