Publicly, they claim to be thrilled to have the opportunity to engage directly with their customers; privately, they suspect, maybe even fervently hope, that Facebook and its spawn are fads.

More contact means more sharing of information, gossiping, exchanging, engaging - in short, more word of mouth.

A penguin cannot become a giraffe, so just be the best penguin you can be.

It's not about what you're saying, it's about how you listen.

First of all, when building a brand you have to know who you are, what you are, and what you stand for. That's clichéd marketing-bullshit jargon, but it does matter. It helps. You have to know who you're targeting. I think too many people fight the market. There are certain people who are never going to want your stuff no matter what you do. There are certain people are never going to love me because I curse and I have bravado and I'm a Jersey boy and I'm brash and they won't take the time to see the humility and the patience and the truth. They shouldn't.

No one makes a million dollars with minimal effort unless they win the lottery.

On Facebook, the definition of great content is not the content that makes the most sales, but the content that people most want to share with others.