"Social media" means different things to different people. We all come to it from our own perspectives based on who we are, what we do, what we want to accomplish, and what we need to get there. The Social Customer blog is our place to share our perspectives on this fun stuff and see what kind of conversations emerge.
The blog's name rather tips our hand in terms of where we're coming from. As an analyst with the Patricia Seybold Group covering this space (Matthew) and as the account manager of the group's Research and Analyst service (Kerstin), we think about social media from the perspective of people (hence "Social") and businesses (hence "Customer"). We look at all this -- social media, social technologies, social networks, online communities, and so on -- as a means for companies to engage with, learn from, and support their customers...and for customers to engage with, learn from, and help each other and the companies whose stuff they care about. So, for us, it's part business, part people, part relationships, part communication, and part technology.
Yup, lots of parts. But plenty to think and talk about.
Matthew is a Vice President at the Patricia Seybold Group. He brings over 15 years of experience in helping organizations leverage technology to build stronger relationships with customers. As an Analyst in the group’s Strategic Research Service, his current research is focused on customer communities and social networking.
As the Account Manager of the Patricia Seybold’s Group Research and Analyst Service, Kerstin builds and manages relationships with the premiere vendors of online community and social media technology platforms. She also helps set the group’s strategic direction, define the editorial calendar, and coordinate briefings.