The ROI of social media is that your business will still exist in 5 years.

Why are we trying to measure social media like a traditional channel anyway? Social media touches every facet of business and is more an extension of good business ethics.

Increasingly, consumers don't search for products and services. Rather, services come to their attention via social media.

You're talking about a younger generation, Generation Y, whose interpersonal communication skills are different from Generation X. The younger generation is more comfortable saying something through a digital mechanism than even face to face.

It's about listening first, then selling.

History repeats itself because nobody listens the first time.

The beauty of social media is that it will point out your company's flaws; the key questions is how quickly you address these flaws.