How Citi uses Twitter for customer outreach

How do you respond to customers’ questions when much of what they’re asking involves confidential information? “Many of the major banks are on Twitter, and they’re servicing customers, but the way they service customers is kind of interesting,” Frank Eliason, senior vice president of social media for Citi, told . “It’s, ‘Hey, do you have a phone number to call you? And don’t give us account information on Twitter.’ That’s virtual…

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