Frank Eliason

Last updated
Frank Eliason
Born
Frank Eliason

(1972-11-09) November 9, 1972 (age 51)
Alma mater Bucks County Community College
Occupation(s)Executive vice president, U.S. Digital & Customer Experience for Zeno Group
Board member ofCouncil of Better Business Bureaus
Society of Consumer Affairs Professionals
Website frankeliason.com

Frank Eliason (born November 9, 1972) is an American corporate executive and author. Referred to as "the most famous customer service manager in the US, possibly the world" by BusinessWeek , [1] Eliason is best known for developing the use of social media in the practice of customer relations. [2]

Contents

Career

After a brief career in retail, Eliason worked for Vanguard Investments and the now-defunct Advanta Bank. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues, including an incident in which 76-year-old Comcast customer Monica Shaw destroyed equipment in a Comcast office with a hammer after becoming frustrated by the service she received. [3] Additionally, Bob Garfield, the host of NPR's On the Media and a columnist for Advertising Age, launched the website ComcastMustDie.com, which attacked the company's customer service. [4] In 2008, Eliason, as part of the team selected to address the issues, [5] created the Twitter account @ComcastCares and began directly responding to customer complaints, which positively impacted the public perception of Comcast. [6] [7] Eliason, who interacted with more than 10,000 Comcast customers via Twitter, [8] was the subject of significant press attention; he was featured in The Wall Street Journal , ABC News, Wired , The Washington Post , BusinessWeek, Forbes and The Philadelphia Inquirer , among other publications, and became known as "Famous Frank" inside Comcast. [9]

In July 2010, Eliason left Comcast to become global director of social media at Citi. [10] At Citi, Eliason was recognized by trade magazine Bank Technology News as one of the Innovators of the Year (2011 and 2012), and in 2013 he was named by the Holmes Report as one of the 25 top innovators in the public relations industry. [11] [12] [13]

Eliason was named executive vice president, US digital and customer experience for Zeno Group in October 2015. [14]

He serves on the board of directors for the Council of Better Business Bureaus and the Society of Consumer Affairs Professionals. [15] [16]

Personal life

Eliason, who grew up in Southampton, Pennsylvania, lives in Robbinsville Township, New Jersey. He and his wife Carolyn have three daughters: Robyn; Lily; and Gianna Rose, who died in 2004. [17]

Bibliography

Related Research Articles

<span class="mw-page-title-main">Citigroup</span> American multinational investment bank and financial services corporation

Citigroup Inc. or Citi is an American multinational investment bank and financial services company in New York City. The company was formed by the merger of Citicorp, the bank holding company for Citibank, and Travelers in 1998; Travelers was spun off from the company in 2002.

<span class="mw-page-title-main">Citibank</span> American banking company

Citibank, N.A. is the primary U.S. banking subsidiary of Citigroup, a financial services multinational corporation. Citibank was founded in 1812 as City Bank of New York, and later became First National City Bank of New York. The bank has branches in 19 countries. The U.S. branches are concentrated in six metropolitan areas, New York City, Chicago, Los Angeles, San Francisco, Washington, D.C., and Miami.

<span class="mw-page-title-main">Comcast</span> American multinational telecommunications and media conglomerate

Comcast Corporation, formerly known as Comcast Holdings, is an American multinational telecommunications and media conglomerate incorporated and headquartered in Philadelphia.

<span class="mw-page-title-main">Rogers Communications</span> Canadian telecommunications company

Rogers Communications Inc. is a Canadian communications and media company operating primarily in the fields of wireless communications, cable television, telephony and Internet, with significant additional telecommunications and mass media assets. Rogers has its headquarters in Toronto, Ontario.

The Better Business Bureau (BBB) is an American private, 501(c)(6) nonprofit organization founded in 1912. BBB's self-described mission is to focus on advancing marketplace trust, consisting of 92 independently incorporated local BBB organizations in the United States and Canada, coordinated under the International Association of Better Business Bureaus (IABBB) in Arlington, Virginia.

<span class="mw-page-title-main">NBCUniversal</span> American media and entertainment conglomerate

NBCUniversal Media, LLC is an American multinational mass media and entertainment conglomerate that is a subsidiary of Comcast and is headquartered at 30 Rockefeller Plaza in Midtown Manhattan in New York City.

<span class="mw-page-title-main">Egg Banking</span> British internet bank

Egg was an internet bank headquartered in Derby, that is now a trading name of Yorkshire Building Society. Egg was born out of the banking arm in the United Kingdom of Prudential plc, which was established in 1996, and the Egg brand was launched in October 1998. The first online credit card was launched in September 1999.

<span class="mw-page-title-main">Charter Communications</span> American telecommunications and mass media company

Charter Communications, Inc., is an American telecommunications and mass media company with services branded as Spectrum. The company is headquartered in Stamford, Connecticut.

<span class="mw-page-title-main">Xfinity</span> American cable provider

Comcast Cable Communications, LLC, doing business as Xfinity, is an American telecommunications business segment and division of the Comcast Corporation. It is used to market consumer cable television, internet, telephone, and wireless services provided by the company. The brand was first introduced in 2010; prior to that, these services were marketed primarily under the Comcast name.

<span class="mw-page-title-main">UnionBank (Philippines)</span> Universal banking group located in the Philippines

The Union Bank of the Philippines, Inc., more commonly known as UnionBank, is one of the universal banks in the Philippines and the ninth largest bank in the country by assets.

<span class="mw-page-title-main">Time Warner Cable</span> American cable telecommunications company (1962–2016)

Time Warner Cable, Inc. (TWC) was an American cable television company. Before it was acquired by Charter Communications on May 18, 2016, it was ranked the second largest cable company in the United States by revenue behind only Comcast, operating in 29 states. Its corporate headquarters were located in the Time Warner Center in Midtown Manhattan, New York City, with other corporate offices in Stamford, Connecticut; Charlotte, North Carolina; and Herndon, Virginia.

Tennis Channel is an American sports-oriented digital cable and satellite television network owned by the Sinclair Television Group subsidiary of the Sinclair Broadcast Group. It is devoted to events and other programming related to the game of tennis, along with other racquet sports such as badminton, pickleball, and racquetball. Launched on May 15, 2003, the channel is headquartered in Santa Monica, California, and produces its programming out of an HD-capable broadcast center in the Los Angeles suburb of Culver City. Ken Solomon serves as the network's Chief Executive Officer.

Video Professor, Inc. was an American company that developed and marketed tutorials for a variety of computer-related subjects, such as learning to use Microsoft Word, Microsoft Windows, and eBay. Video Professor was founded in 1987 by John W. Scherer and was located in Lakewood, Colorado. It was known in the U.S. for its commercials and infomercials on late night television and print ads almost daily in USA Today and other nationally-distributed newspapers. The company has been the subject of controversy regarding its sales and billing practices, as well as lawsuits it has filed against online critics of the company.

<span class="mw-page-title-main">LeapFish</span>

LeapFish.com was a search aggregator that retrieved results from other portals and search engines, including Google, Bing and Yahoo!, and also search engines of blogs, videos etc. It was a registered trademark of Dotnext Inc, launched on 3 November 2008.

Bread Financial Holdings, Inc. is an American publicly-traded provider of loyalty and marketing services, such as private label credit cards, coalition loyalty programs, and direct marketing, derived from the capture and analysis of transaction-rich data.

<span class="mw-page-title-main">Criticism of Comcast</span>

A number of different controversies and criticisms have surrounded Comcast for various reasons over its recent history. Customers of the telecommunications company report low levels of customer satisfaction on both service and cost. Comcast has also had several customer service scandals, the most notorious of which featured a representative not allowing a customer to cancel his service. This clip went viral. Comcast has also been widely criticized, most publicly by Netflix, for its position against net neutrality, the principle that all traffic on the internet should be treated equally.

<span class="mw-page-title-main">Comcast Business</span>

Comcast Business is a subsidiary of Comcast, which, through several iterations, has handled the sales, marketing, and delivery of internet, phone, and cable television to businesses. In 2012, Comcast Business grew by 34%, the fastest growth of any of Comcast's products in 2012, reaching $2.4 billion in revenue. In 2013, Comcast Business generated $3.2 billion in revenue, an increase of 26% over 2012 revenue.

Oxigen Services is an Indian fintech company. It is involved in the micropayment of services and remittances in real time.

Carla Hassan is an American business executive. She oversees marketing efforts, encompassing advertising, media, performance marketing, sponsorships and talent, customer insights and analytics for the Chase, J.P. Morgan and corporate brands.

<span class="mw-page-title-main">Ida Liu</span> U.S. corporate executive from Citi Private Bank

Ida Liu is a Chinese American banking executive and currently the Global Head of Citi Private Bank, a position which she has held since April 2021. She previously headed Citi Private Bank in North America.

References

  1. Reisner, Rebecca (2009-01-13). "Comcast's Twitter Man". Businessweek. Archived from the original on January 17, 2009. Retrieved 2013-11-21.
  2. Israel, Shel (March 14, 2012). "Social Media Thought Leaders: Citi's Frank Ellison". Forbes. Retrieved 22 November 2013.
  3. Fisher, Marc (October 10, 2007). "If I Had A Hammer, I'd Hammer the Cable Company". The Washington Post. Retrieved 22 November 2013.
  4. Garfield, Bob (November 19, 2007). "Comcast Must Die". Advertising Age. Retrieved 22 November 2013.
  5. Lavallee, Andrew (June 2, 2009). "Comcast's Twitter Guru Speaks". The Wall Street Journal.
  6. Silverman, Dwight (April 8, 2008). "Follow-up: Yes, Comcast is following you on Twitter". Houston Chronicle. Retrieved 22 November 2013.
  7. "Still on Hold? Twitter Can Rescue You From Customer Service Line Waits - ABC News". Abcnews.go.com. 2008-07-22. Retrieved 2013-11-21.
  8. Battelle, John (December 6, 2008). "An Interview With @ComcastCares". BattelleSearch. Retrieved 22 November 2013.
  9. Roth, Daniel (January 19, 2009). "The Dark Lord of Broadband Tries to Fix Comcast's Image". Wired. Archived from the original on January 7, 2013. Retrieved 22 November 2013.
  10. Fernandez, Bob (July 29, 2010). "Comcast Twitter chief leaves for Citigroup". The Philadelphia Inquirer. Archived from the original on December 3, 2013. Retrieved 22 November 2013.
  11. "Innovators of the Year: Frank Eliason - Bank Technology News Article". Americanbanker.com. 2012-05-01. Retrieved 2013-11-21.
  12. "Eliason Makes Citi More Social - Bank Technology News Article". Americanbanker.com. 2011-06-01. Retrieved 2013-11-21.
  13. "In2's Innovator 25: Frank Eliason - In2". In2.holmesreport.com. Archived from the original on 2013-12-03. Retrieved 2013-11-21.
  14. Stein, Lindsey (October 6, 2015). "Zeno Group snags Citibank's Frank Eliason as digital, customer experience lead". PR Week. Retrieved 23 December 2015.
  15. "Frank Eliason Elected the Board of Directors of the Council of Better Business Bureaus - BBB News Center". Bbb.org. Archived from the original on 2013-12-02. Retrieved 2013-11-21.
  16. "SOCAP International Elects New Board Officers and Directors - Alexandria, Va., Jan. 4, 2011 /PRNewswire-USNewswire/" (Press release). Prnewswire.com. Retrieved 2013-11-21.
  17. "Gianna Rose Eliason". Legacy.com. 29 July 2004. Retrieved 20 February 2016.