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.

Now, if you truly understand how marketing works today, you know there is no individual six-month campaign; there's only the 365-day campaign, during which you produce new content daily.

Word of mouth works now, much more than ever. @-reply every single person.

I definitely think there's some way to understand how people emotionally feel about somebody, but I don't think data collects it. They're not going to click your bit.ly link or click your TweetMeme retweet every time.

One out of every five page views in the United States is on Facebook!

I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.

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.