I have never listened to authority. It is not in my DNA.

The reason I was able to grow my business was that every day, after producing 30 minutes of wine television, I spent 15 hours a day replying to every single person's e-mail and every single person's Twitter @ reply.

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.

When we launched the WineLibrary website in 1996, I didn't even own a computer yet. I just understood that there was an opportunity here to market in a different way.

Skills are cheap. Passion is priceless.

Social media requires that business leaders start thinking like small-town shop owners. This means taking the long view and avoiding short-term benchmarks to gauge progress. It means allowing the personality, heart and soul of the people who run all levels of the business to show.

I would argue heavily that the time that has been allocated to social used to come from television, and people are benefitting from it. People who are saying, 'Aw, you're spending all your time on Facebook, or all your time on Twitter,' I'd like to understand what the person used to do with that time.