Quote: …firms that improve the customer experience, not just in purchasing but in all aspects of the customer’s engagement with your product, service or company will benefit.  Increasingly, people are seeking more than a purchase.  They are seeking a relationship with a brand or a company and expect to be engaged and rewarded by the relationship.

Quote: Most aspiring entrepreneurs spend their waking hours trying to prove that their idea for a new business can work.  They quickly gather some cursory industry data and talk with people already working in the industry with one thought in mind:  “What can I uncover that will validate my desire to open this business?”  They selectively only pay attention to information that reaffirms their desire to get the business open as soon as possible.  As a result, they fail to uncover information that may not paint such a rosy picture about the viability of the business idea.

Quote: To be successful and own your social conversation, in addition to thinking socially, you need to also figure out how you’re going to get your organization to be in it for the long haul. You want to do that, because that’s where you need to be for your investment to be worthwhile.

Quote: You have heard these words sitting in the audience or perhaps you have spoken them when you have the floor. Either way the message behind these six words is clear. I am here. This is what I want to say. I do not really care about what you hear.