Remember the guy in the 80s walking around with a boombox on his shoulder? Why'd he do that? Because it told a story about who he was. Expressing yourself is big business.

It's very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.

Company culture is a religion, not a sermon.

If you're not putting out relevant content in relevant places, you don't exist.

I pride myself in listening. When you have people paying attention to you, your biggest job is to listen what they want. Deliver what your community wants.

I always say that the real success of Wine Library wasn't due to the videos I posted, but to the hours I spent talking to people online afterward, making connections and building relationships.

You cannot underestimate the sharpness of people’s BS radar. They can spot a soulless, bureaucratic tactic a million miles away.