Eighty-five per cent of the crowd is going to fall in love with me - they're going to feel it, wow. But fifteen per cent are going to think, 'This guy is obnoxious.' I spend enormous time with them - every negative review of 'Crush It!' on Amazon has a response from me - and I can probably bring back ten of the fifteen.

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

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.

I think of customer service as an offense and not a defense

It's not how many followers you have, it's how many care. It's not width, it's depth. It's not how many impressions you get, it's how much attention you get.

Keep saying hello to people. They will be the differentiator for you for the rest of your life.

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