We're living in an era where word-of-mouth is on steroids.

Micro-Content + Community Management = Effective Social Media Marketing

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

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

Know the philosophy, know the details, and ignore everything in the middle.

You cannot underestimate people's ability to spot a soulless, bureaucratic tactic a million miles away. It's a big reason why so many companies that have dipped a toe in social media waters have failed miserably.

Do what makes you happy. Keep it simple. Do the research. Work hard. Look ahead.