This document provides an overview of social media and customer service. It discusses how authenticity and trust are important in social conversations. Content and customer service/marketing are driving conversations on social media. Companies must embrace uncertainty and human contact to compete. It shifts the competitive focus to influence through organization, processes, and strategy. Customers, relationships, shared benefits, and company experience are important aspects of social integration and collaboration. The document provides quotes from companies about how GetSatisfaction has enabled product development, reduced support tickets, and improved customer satisfaction scores. It concludes with contact information for GetSatisfaction.

1. Jeff Nolan
@jeffnolan

2. “Controlling the
conversation is
like trying to force
Authenticity is a date to go well”
about trust - Chis Brogan
Content drives
customer
service and
marketing
The
conversation
is happening
2

3. Social
Media
Social
Business
“To compete in this
brave new world, we
Social
CRM must unabashedly
embrace the
Social
uncertainty of human
Commerce contact.”
3

4. 1.0… 2.0… Social…
4

5. Competitive Focus Shift
Influence!
• Organization
• Processes
• Strategy
5

6. 6

7. 7

8. 8

9. 9

10. this question 35
minutes ago
replied 18 minutes ago

11. 11

17. 17

18. Customers Relationships = Shared Benefits Company
Marketing + Channel Mix
Customer Experience
Collaboration Layer
Social Integration
Support Marketing
Layer
Layer
Commerc API +
e Network
Observe Listen Engage Analyze Act

19. “Enables us to build the right
product”
---- TechSmith

20. “75% reduction in support tickets”
---- Mint.com

21. “A marked improvement in our
Net Promoter Score”
---- Yola

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San Francisco, CA 94107
(877) 339-3997 TOLL-FREE
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twitter.com/getsatisfaction