Unless you are building a new company from the ground up and can install caring as your businesses' cornerstone, you have to be willing to embark on a completely cultural overhaul so that, like a local mom and pop shop, every employee is comfortable engaging in customer service, and does it authentically.

I don't know how you can justify leaving any engagement behind in the social Web of 2011.

I'm concerned a little bit with the culture of celebrating the fundraise. My dad taught me that when you borrow money it's the worst day of your life.

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

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

You can't put out projects that you don't use yourself.

What makes a good client, to me, is one that signed on for the strategy as well as the execution, not just the end product.