Dave Kerpen quotes:

Listen carefully, be transparent, be responsive, be authentic, tell great stories-the qualities that would make you the hotshot at a party-and they'll make your organization a likeable one on social networks.

A brand not responding on Twitter is like hanging up the phone on customers. With millions watching.

Listen first and never stop listening.

It's important to think of every customer as an online celebrity with followers, friends, & above all influence