Social media changes the relationship between companies and customers from master and servant, to peer to peer.
Inspiration doesn't respond to meeting requests. You can't schedule greatness.
The goal of social media is to turn customers into a volunteer marketing army
The entirety of the world's knowledge is in your pants right now.
When brands talk about themselves in real time, it’s just boring faster.
The more you know about your customers, the more you can provide to them information that is increasingly useful, relevant, and persuasive.