The goal of social media is to turn customers into a volunteer marketing army

Customers are ninjas now. They are stealthily evaluating you right under your nose.

Realize that the social media success equation isn't big moves on the chess board, it's little moves made every day that eventually add up to a major shift.

If you want to measure social media ROI, stop wasting your time doing software demos and attending webinars. Just figure out what you want to track, where you can track it, think about both current customers and new customers, and go do it.

Inspiration doesn't respond to meeting requests. You can't schedule greatness.

If you create Youtility, your customers will keep you close.

Social media doesn’t create negativity, it uncovers it.