This document contains quotes from a social media conference on the importance of social media and customer relationships. Some key points are: listening to customers is more important than talking to them; social CRM is how companies respond to customers controlling conversations; customers are not all equal and some are more influential than others; and harnessing customer creativity through communities drives innovation. The quotes emphasize engaging with customers, understanding their journeys and experiences, and empowering them as ambassadors to build trust and reputation over time.

1. “Social media quotes” These quotes were collected during Enterprise Social 2.0 Brussels Marvin de Reuver Social media adviser Red Banana Innovations

2. "Who cares to have 2M fans! If I spend one euro in digital, I need to get at least one euro back in sales" - JefVandecruysInBev

3. “Accessibility & time to market is very important” - Amanda Jobbins Cisco

4. “What goes on between customers is more important than what goes on between marketers and customers” - Peter EspersenLEGO

5. “We have many tools to cope with the many ideas that our fans and partners have ” - Peter EspersenLEGO

6. “CRM is dead, long live Social CRM” - Graham Hill

7. “Social CRM is the company’s response to the customer’s control of the conversation” - Graham Hill

8. “Not all customers are equal. Some are far more influential than others. So stop threating them as one" - Graham Hill

9. "Map the customer journey and identity the touchpoints where value is delivered" - Graham Hill

10. "Harness customer creativity, ensure involvement in their conversations. Communities are the center of innovation" - Anna Peters Promise Communications

11. “Decentralisethe locus of control to maximise co-creation in communities” - Anna Peters Promise Communications

12. “Start with the story - beyond product" - Adam Wallace Roger Smith New York

13. ”Our people create our online identity and reputation" - Adam Wallace Roger Smith New York

14. "Have people connect to the communities they want to connect to, be part of the story of these niche communities" - Adam Wallace Roger Smith New York

15. "Make a customerdream come true" - Anna Ketting KLM

16. "Make a customerdream come true" - Anna Ketting KLM

17. “In the age of social media doing something that creates a real smile is much cooler than attaching a smiley face” - Anna Ketting KLM

18. “Customers complain a lot but they contain lots of insights that drive improvements. A complaint is a gift!” - Anna Ketting KLM

19. "Social media is a great solution to get attention for charity, it's all about emotions. Share your emotions!” - LinaEidmark Doctors Without Borders

20. ”If you write a blog, you have to respond. Blogs were a great engagement tool to Toyota!” - Colin Hensley Toyota

21. ”Be credible & believable. Communication succeed through mutual trust and mutual understanding” - Colin Hensley Toyota

22. ”Reputation takes years to build, but can be destroyed in seconds” - Colin Hensley Toyota

23. ”Guidelines and regulations were installed mainly to protect Toyota’s employees!” - Colin Hensley Toyota

24. ”Is a Facebook friend a lead? No, but it gives access to a dialogue” - Florian Resinger BMW

25. ”Lead registration is a pain in the ass” - Florian ResingerBMW

26. ”If you have money, you don’t have time” - Florian ResingerBMW

27. ”Don’t take the marketing you did before and put it in a new channel” - Chris Wellbelove BT Global Services

28. ”Going forward you need to incorporate mobile. Mobile internet use will exceed desktop use in 2013” - Chris Wellbelove BT Global Services

29. ”Forget the platform, think about the message first” - Chris Wellbelove BT Global Services

30. ”Tal about what you should do, not what you should do in social media ” - Chris Wellbelove BT Global Services

31. ”Guidance + Encouragement + Trust = makes people ambassadors” - Chris Wellbelove BT Global Services

32. ”Don’t wait in doing social media, while your competitors get more mature in it” - Chris Wellbelove BT Global Services

33. That was Enterprise Social 2.0 2011 Special thanks to: Irina Kremin, LisanneVos and Graham Hill Marvin de Reuver Social media adviser Red Banana Innovations