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For better or for worse, half if not more of the people are walking around with their heads down, their fingers sliding and tapping over their handheld devices.

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Learn how to implement a culture of caring and communication into your business, scale your one-to-one relationships, and watch your customers reward your efforts by using their new and massively powerful word of mouth to market your business and your brand for you.

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People want this level of engagement from the companies with which they do business. THey always did, but they lost the power to demand it.

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Anyone working for a big company might be skeptical that a large business, or even a strictly online business, can form the same kind of friendly, loyal relationship with customers as a local retailer. I’m saying it’s already been done because I lived it.

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but it’s an even better tool for building brand equity and relationships with your customers.

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When all that was available was an email address, they could send out a question, complaint, or comment into the ether and wait God knows how long until receiving a totally bland, formulaic, and useless reply. In the event they could dig up a phone number, they wasted millions, maybe even billions of hours per year on hold, or being transferred from one helpless or hapless rep to another. As companies outsourced their customer service, customers struggled to make themselves understood by script-reading foreigners.

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(in the 1980s) If you wanted to speak to a company about their product or service, you could press 1 to spell your name, press 2 to place an order, press 3 for more options, or press the star key to return to the main menu.

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When you spend money on social media, you’re not actually investing in a platform—you’re investing in a culture, and in consumers who can ultimately become your ambassadors.

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Those customers said about our business beyond our four walls would shape our future.

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Not just the airlines, need to start treating their consumers as though they’re big spenders.

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No plan survives first contact with customers.

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That’s the Tao of business: Care about your customers more than about yourself, and you’ll do well.

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If I’d listened to customers, I’d have given them a faster horse.