Too many companies think they want to do a video blog to sell merchandise, but if you turn your site into QVC, you lose. I have an audience that trusts me. It's about building a global brand - not selling four more bottles of Pinot Grigio.

Be reactionary. React to what the market wants. And the market wants one-on-one real time engagement. Now that we have the tools to engage, I'm going to continue fighting for the end user.

What's the ROI of your Mom?

I think of customer service as an offense and not a defense

Publicly, they claim to be thrilled to have the opportunity to engage directly with their customers; privately, they suspect, maybe even fervently hope, that Facebook and its spawn are fads.

Look yourself in the mirror and ask yourself, what do I want to do everyday for the rest of my life. Do that!

One of the things that I'm really proud of is that I have really good timing. It's very easy for me to see what's coming up and it's no coincidence that I went headfirst into wine and then headfirst into new media - none at all.