Frank Eliason is an American corporate executive and author. Referred to as "the most famous customer service manager in the US, possibly the world" by ''

BusinessWeek ''Bloomberg Businessweek'', previously known as ''BusinessWeek'', is an American weekly business magazine published fifty times a year. Since 2009, the magazine is owned by New York City-based Bloomberg L.P. The magazine debuted in New York City ...

'', Eliason is best known for developing the use of social media in the practice of customer relations.

Career

After a brief career in retail, Eliason worked for Vanguard Investments and the now-defunct Advanta Bank. He joined

Comcast Comcast Corporation (formerly known as American Cable Systems and Comcast Holdings),Before the AT&T merger in 2001, the parent company was Comcast Holdings Corporation. Comcast Holdings Corporation now refers to a subsidiary of Comcast Corpora ...

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. Additionally,

Bob Garfield Robert Garfield (born c. 1955) is an American journalist and commentator, and the host of Bully Pulpit from Booksmart Studios. He is former co-host of '' On the Media'' from WNYC. He is also the host of ''The Genius Dialogues'' from Audible. Unti ...

, the host of NPR's '' On the Media'' and a columnist for ''

Advertising Age ''Ad Age'' (known as ''Advertising Age'' until 2017) is a global media brand that publishes news, analysis, and data on marketing and media. Its namesake magazine was started as a broadsheet newspaper in Chicago in 1930. ''Ad Age'' appears in mul ...

,'' launched the website ComcastMustDie.com, which attacked the company's customer service. In 2008, Eliason, as part of the team selected to address the issues, created the

Twitter Twitter is an online social media and social networking service owned and operated by American company Twitter, Inc., on which users post and interact with 280-character-long messages known as "tweets". Registered users can post, like, and ...

account @ComcastCares and began directly responding to customer complaints, which positively impacted the public perception of Comcast. Eliason, who interacted with more than 10,000 Comcast customers via Twitter, was the subject of significant press attention; he was featured in ''

The Wall Street Journal ''The Wall Street Journal'' is an American business-focused, international daily newspaper based in New York City, with international editions also available in Chinese and Japanese. The ''Journal'', along with its Asian editions, is published ...

'',

ABC News ABC News is the news division of the American broadcast network ABC. Its flagship program is the daily evening newscast ''ABC World News Tonight, ABC World News Tonight with David Muir''; other programs include Breakfast television, morning ...

, ''

Wired ''Wired'' (stylized as ''WIRED'') is a monthly American magazine, published in print and online editions, that focuses on how emerging technologies affect culture, the economy, and politics. Owned by Condé Nast, it is headquartered in San Fra ...

'', ''

The Washington Post ''The Washington Post'' (also known as the ''Post'' and, informally, ''WaPo'') is an American daily newspaper published in Washington, D.C. It is the most widely circulated newspaper within the Washington metropolitan area and has a large nati ...

'', ''BusinessWeek'', ''

Forbes ''Forbes'' () is an American business magazine owned by Integrated Whale Media Investments and the Forbes family. Published eight times a year, it features articles on finance, industry, investing, and marketing topics. ''Forbes'' also re ...

'' and ''

The Philadelphia Inquirer ''The Philadelphia Inquirer'' is a daily newspaper headquartered in Philadelphia, Pennsylvania. The newspaper's circulation is the largest in both the U.S. state of Pennsylvania and the Delaware Valley metropolitan region of Southeastern Pennsy ...

'', among other publications, and became known as "Famous Frank" inside Comcast. In July 2010, Eliason left Comcast to become global director of social media at Citi. 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. Eliason was named executive vice president, US digital and customer experience for Zeno Group in October 2015. He serves on the board of directors for the Council of

Better Business Bureau Better Business Bureau (BBB) is a private, 501(c)(6) nonprofit organization founded in 1912. BBB's self-described mission is to focus on advancing marketplace trust, consisting of 97 independently incorporated local BBB organizations in the Unit ...

s and the Society of Consumer Affairs Professionals.

Personal life

Eliason, who grew up in Southampton, Pennsylvania, lives in

Robbinsville Township, New Jersey Robbinsville Township is a township in Mercer County, New Jersey, United States. The township is part of the New York Metropolitan area as defined by the United States Census Bureau, but directly borders the Philadelphia metropolitan area and ...

. He and his wife Carolyn have three daughters: Robyn; Lily; and Gianna Rose, who died in 2004.

Bibliography

*''At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Technique''; April, 2012; Wiley; ; 216pp.

References

External links

@ Your Service
{{DEFAULTSORT:Eliason, Frank 1972 births Living people American business executives Writers from New Jersey Writers from Philadelphia People from Robbinsville Township, New Jersey