In just 200 tweets we can assess and identify 52 different personality traits of a customer. We ran an analysis over 500,000 people and we really nailed this. Think of providing this powerful insight to a retailer. We can see what they value, not just what they are buying. We have found a 40-45% increase in sales when you recommend upsales based on values instead of past buying behavior.

Social media does not change your culture, it reveals it.

We have a constantly-changing portfolio of social media experiments. The first time we tried applying social technologies in a customer service department it became the most productive department in the company.

We embed social media inside our processes. Let's look at our processes and see how we can enhance them with social.

Security is a big concern on the social web. People are going to try to destroy social media just like they are trying to breach data in other areas.

Your social platform will become the motherboard of your business.

If all you did to improve your commercial presence was to train your sales people on the importance of influencers ... how much more effective could they be?