Frank Eliason: Social Customer Service

Frank Eliason, senior vice president of social media at Citi, talks about the key considerations companies need to make to develop an effective customer service experience through social media. "I don't connect with a logo. I connect with people," he says.

This is part two of five of the SobelMedia-BRITE panel, "The Network Is Your Customer," hosted by David Rogers, executive director of the Center on Global Brand Leadership at Columbia Business School.