By providing memorable social media customer service, companies not only create deeper connections with consumers, but they glean valuable insights on how to improve their products or services.

Bridging the virtual world with the physical word is really when social media channels come to life and the magic happens. Because whoever coined the term 'social media' didn't do us any favors. It's not really media. It's more like the telephone, less like the TV.

Confidence and empowerment are cousins in my opinion. Empowerment comes from within and typically it's stemmed and fostered by self-assurance. To feel empowered is to feel free and that's when people do their best work. You can't fake confidence or empowerment.

I was with Shaq at his home the day he retired. It was innovative for him to become the media and announce via social media that he was retiring.

Time is priceless. Spend it with people you have high value and energy exchange rates with.

There are many benefits to a sports entity breaking news directly to their recipients: the entity has full control over the message and how it is shared versus previously relying on a media outlets to translate or distribute as they choose. Also, there's no quicker place for valuable information to spread than Twitter.

By providing memorable social media customer service, companies not only create deeper connections with consumers, but they glean valuable insights on how to improve their products or services.