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

When brands talk about themselves in real time, it’s just boring faster.

Everyone says social media is a unicorn, but maybe it’s just a horse?

Stop creating reports, and start creating understanding.

There is a very fine line between listening and stalking.

Everything ultimately comes down to trust.

The more you know about your customers, the more you can provide to them information that is increasingly useful, relevant, and persuasive.