Google gives preference to its own products, so having a Google+ account influences your search rankings.

I don't want anybody to not recognize how appreciative I am of the volume of e-mails I get.

If there's a problem, we at Wine Library never tell ourselves that once we handle this issue, we'll never have to deal with the person again. We talk to every single person as though we're going to wind up sitting next to that person at his or her mother's house that night for dinner.

We are in control of the one asset that we all give the most f#%ks about, and that is time.

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

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

I'm a storyteller. I love to tell stories about brands. I love to tell stories, period. I like painting pictures through the words, and that's what I do.