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.