The bottom line is that people are seeking answers and direction, not messages or sales pitches.

The landscape for business isn’t changing because of social media, it’s changing because consumer expectations are evolving.

Social media is about sociology and psychology more then technology.

Social media is less about technology and more about anthropology, sociology, and ethnography.

The good thing about social media is it gives everyone a voice. The bad thing is … it gives everyone a voice.

Engagement is shaped by the interpretation of its intentions. In order for social media to mutually benefit you and your customers, you must engage them in meaningful and advantageous conversations, empowering them as true participants in your marketing and service efforts.

Businesses are interacting with consumers to socialize rather than learn about customer expectations to in turn, deliver tangible value, improve product experiences, and invest in long-term relationships.