"The days when you can control your brand through your website are long gone. Customers are getting information about your brand and products through a number of different channels and if you aren't listening and engaging these channels, you won’t only miss new business opportunities, but will quickly see the competition pass you by."
"While some form of social in any enterprise setting is now commonplace, just because you add a social feature to your application doesn't mean that you have transformed into a social business and are succeeding in using social to improve the customer experience."
"Doing social for social sake won’t get you anywhere. Organizations must move beyond a social checklist and truly understand how to connect, collaborate and improve customer experiences and then act." By John Newton, (@johnnewton)