I have to be honest, the headline is a bit hypocritical. I spend most of my time helping businesses embrace the opportunity to understand customer needs and engage with them in ways that they appreciate and value. Contrary to popular belief however, everyday consumers aren’t flocking to social media to build relationships with their favorite [...]

Read More: People use social networks to connect with friends and family, sometimes brands

I'm not always right (I doubt anyone can in the world of tech if they are trying to predict the future) but here's an example of when I got something really wrong (this was an example from my writing back in 2007). I thought more human-oriented approaches, like Mahalo, would get better results than algorithmic [...]

Read More: Sometimes I really get it wrong; my apology to SEO industry