Posts

Heather Anne MacLean

Four Signs You Don’t Understand Social Media: Do You Follow/Unfollow?

There is a trend that I have noticed lately on Twitter. It has become a real numbers game for many. By this I mean that many will follow people only to get a return follow. Once they get that follow, they unfollow the person, or many people. Or, they unfollow every person. This to me is a clear indication that you don’t really understand social media and its true purpose.

As a result, over the last couple of months I have been carrying out an experiment. I have been trying out various apps that cleanse or sweep my Twitter follower base to unfollow people who have unfollowed me. It was an interesting experiment, but one I don’t recommend. Why don’t I recommend this? Here are the reasons:

  • Well, I ended up unfollowing people that I actually still wanted to follow. For example, there are thought-leaders or big brands that I don’t expect to have a relationship with and/or to engage, but I want to hear what they have to say.
  • Engagement for some brands doesn’t make sense. For example news outlets. We don’t follow them to engage. We follow them to get news.
  • In other cases some people may have unfollowed me and that’s ok. I have really changed and refocused what I talk and Tweet about over the last couple of years to better align with my interests. So, if my passion is not theirs that is fine. However, I still want to follow them.

So, I will likely discover for awhile that people I thought I was following, I am not. But what really intrigued me is the fact that more than a few people are clearly just looking for numbers. Numbers are numbers, They don’t get you insight, sales or relationships. And this really gets to the crux of this post, the four signs that indicated you don’t really understand social media:

  1. More than 10 years into using social media and people still think its a numbers game or really an ego game. If you think more is better, than you don’t understand social media.
  2. Speaking of more is better, if you never follow people back, you don’t understand social media.
  3. If you only Tweet about yourself or your organization, you don’t understand social media.
  4. And building off of 1-3, if you haven’t connected the dots to understand that social media is meant to be about relationships and therefore you need to follow people and communicate with people to build relationships, then you definitely don’t get social media and the power of social media when it is done right.

It is easy to see people who get this. You can tell when they are good at social media and they have actually built relationships from social media.

What would you add to this list? Let me know and connect with us.

social media, TaylorMade Solutions

How to Spot a Bad Social Media Practitioner

I had one of those moments this morning.

You know that exact moment when someone says something, or you read something and your jaw just drops. You can’t believe what you are hearing or reading! Thankfully I was alone when I had this reaction. Not a flattering look I am sure.  And, on top of that, I had some commentary that just slipped out without my filter being turned on. So what made me react this way? No, it was not travesty or injustice for human-kind. I am grateful for that. No, it was more related to my profession, and specifically using social media to communicate and market your product, service or region. So, this inspired me to write this post: How to Spot a Bad Social Media Practitioner.Social Media

Now, let me start by saying that I am sure that the person in question was only doing his job. I am sure that he has processes, procedures and protocols in place. Despite this however, what he was recommending went against everything I believe in, when it comes to communications. His recommendation to people – business people- was to use it in the same manner that people used advertising 15 years ago. It was all about push communications and not REAL communications. Needless to say, the end results, I suspect, will not net the results expected.

So, let;s turn around a negative and look at 5 ways to help you select a marketing/communications practitioner who can actually help you:

1.  Resist the Urge to hire the Person or Company Who Claims to be a Social Media Expert.

Like Malcolm Gladwell said, it takes at least 10,000 hours to become a master. Very few people consider themselves masters in social media, including me – despite having 10,000+ hours into it. Why? The answer is simple, there is more to using social media than meets the eye. Practitioners like myself know that there are many layers to doing it well. Each scenario is different and we have to draw upon many levels and years of experience to make it work.

2. Avoid a Person or persons Who Only Focus on Social Media

This is a recipe for disaster. Social media is not an means to an end. No, social media is tool in the toolkit. However, to effectively use that tool you need an overall integrated marketing/communications plan. Everything must work together to reach an overall goal and objectives that all align to your overall corporate objectives. That is why it is very important to hire either a full-time resource and/or consultant who understands that social media is not a stand-alone. Social media must be part of the larger integrated strategy.

3. Hire Based On Experience/Strategic Abilities – Not Age

I have written about this before. While I fully support hiring new graduates, you shouldn’t expect a new graduate to know how to develop strategies tied to business objectives. Remember, and this is very important, using social media for personal purposes is very, very different than using it for business purposes. If you want to build a quality team, hire a seasoned professional and then let that person build his or her team, which will likely include new graduates.

4. It’s Not About You! Remember That

More than a decade into social media and inbound marketing, I still encounter so many companies that only want to talk about themselves, who they are and what they do. Research, company case studies and results continue to indicate that customers and potential customers don’t really care about hearing about your awards, what your team did last weekend, etc. Your clients/customers and prospects want to be educated. They want to know that if they work with you, they will be getting value for their money and getting benefits from the relationship.

Your marketing, including your social media should not be about you. It should be about your clients/customers and prospects. And, with that in mind, you should be using the channels where they are, not where you want to be. Finally, communicate and engage with them. Your social media resource, whether full-time or a consultant should be encouraging you to engage, not just push messages.

5. Last But Certainly Not Least: Remember Your Audience

Based on all the above, you should always be focused on your audience. Who are you ultimately are you trying to influence? Your marketing resource should always be focused on your audience and doing what is right to reach the audience. A person with real expertise will always want you to focus on your audience. He or she will recommend that you have a persona exercise which will identify who your primary and secondary audiences are. Then you will know what channels to use to reach them and what tools to use  – from online, to traditional to web and everything in between when and where applicable.

For many of us who have been working with individuals and companies for years to build solid integrated marketing/communication strategies that include social and digital media strategies, I have to confess that we should be beyond discussing the need for implementing the basics, but we just aren’t there yet. However, when I work with clients who take the plunge and do a full integrated marketing strategy and start seeing the results, I get as excited as they do!

Want to learn more about integrated marketing strategies and how they can grow your business? Contact TaylorMade Solutions today!

 

Great leaders and all self-help management books tell us that in order to be good communicators, you need to first be a good listen

Personal Branding

New Year: Time to Audit Your Online Presence!

I always think that people should take a good long look at their online presence twice a year. For many people, however this is a lot of work. So, I really recommend that people audit their online presence at least in the New Year. It’s the perfect time to have new perspective. And now that we are a few weeks in, you are focused!

Some people might roll their eyes when I mention personal branding here, but that’s o.k. Whether people like it or not, they have a personal brand. Managing your online presence is an important component of owning and managing ‘your’ brand. A cornerstone in branding is ensuring consistency in all channels. That applies to your personal information. And, with cybercrime only on the increase, managing your information has never been more important.

Here are 5 things to help you do just that: (Not in order of importance)

social media

1. Take an Inventory

Over the course of a year, we end up signing up for a lot of different things. Sometimes it is email updates and other times it is for newer social apps such as SnapChat. If you haven’t been keeping track, it is time to start an inventory. Make use of either a spreadsheet or keep track in an application like Evernote. I wouldn’t recommend you keep your various passwords in anything but a very secure password keeper, however! Please forgo the spreadsheet OR Evernote for that.

When you have this comprehensive list you can review and determine if you have actually been leveraging all of these tools. If you haven’t, it might be time to opt-out or deactivate some.

Pros for doing this: By keeping an inventory, you know just where your information is and for what purpose. As roles change and careers progress, you may not want to have certain assets as you go forward. Additionally, you will ensure that your professional image is consistent across platforms.

Cons: This can be time consuming if you haven’t kept track and you may not find them all. There are of course apps that help you do this, but in my experience you have to “sign-up” for them as well and most are “not secure” sites. As a result, you could be further compromising yourself. So, while it is hard work up front, it pays off very quickly. 

2. Review your Avatars

When is the last time you updated your photo? Last year? Five years ago? Or, hopefully you don’t still have the “egg”. Regardless of what image you use, ask yourself, what professional imagine do you want to convey? What is your line of work? What message do you want to send? Your picture should reflect this.

Pros for doing this: Having an up-to-date and professional photo that portrays your profession, can only be a positive.

Cons: It does require keeping your photo up-to-date on all channels and if you use a lot of different social profiles, it can be timing consuming. However, this is another reason to edit out just how many you have.

3.  Contact Information

Have you changed companies? Perhaps you have consolidated some of your contact information? More and more people are doing this, but neglecting to update their social information to match your current information is less than desirable. The result? Outdated contact information for you. Again, think about what this says about your brand. If people are trying to contact you, this is not the best impression.

Pros for doing this: Keeping updated information, contact information in particular, means that you are reachable. If you are in business for yourself or in sales, having the “right” contact information is critical.

Cons: I really can’t think of any.

4. Automation

Despite being 2017, people still revert back to tactics of the 90’s or even the 2000’s. What do I mean by this? Well, for some we believe that we should only broadcast information. There is no social interaction with those whom we are connecting with. This is not the purpose or intention of social media. So, for those who focus on having automated social messages, such as on Twitter thanking people or telling them to connect on Facebook or LinkedIn, please rethink that. This is not a numbers game. In business you NEED interaction and specifically ACTION! Numbers alone don’t create action. Relationships create action. So, communicating and interacting with the people who follow you  and you follow, matters. In fact, it matters a lot!

Pros for doing this: Far too many people focus on numbers versus relationships. Creating relationships will set you apart from others. Dump the automation and focus on relationships.

Cons: I am not going to beat around the bush here. Doing this properly takes planning and orchid.

5. Security

This is probably the most important rethink for your social media. What information are you sharing? It’s important to remember that there is a fine line between sharing professional information and sharing information that can compromise your personal/online security.

Sharing birthdays and martial status on sites such as LinkedIn is not necessary and I would recommend that you just don’t do it. Think about each channel you are on. What is really relevant and right for your brand. Just because there is a ‘placeholder’ for something doesn’t mean you need to use it.

Passwords are also extremely important. Of course there is the debate about how often you should change your password. My rule of thumb for passwords is to change them on sites when I learn of a compromise. I also recommend having a longer and more complicated password with special characters and numbers.

Of course these are some of my top hits. I will explore others in a later post.

Want to learn more about social media audits, an integrated marketing strategy? Be Trained! Be Prepared! Have a TaylorMade Solution!

3 Clues that Your Social Media Consultant is Clueless

Whether you are biting the bullet and just starting to use social media in your operations or, you have been using social media for awhile, you would be wise to find the right consultant. But the question is, how do you know when your consultant is feeding you the wrong information?  Well, there are signs and here are 3 clues that your social media consultant is clueless:Screen Shot 2014-02-14 at 6.01.14 PM

1. Recommending that You Be Present & Active in ALL Social Media

If your consultant advises you that you need to be present and active in every social media channel known to mankind, you should not only raise an eyebrow, you should raise a lot of questions.

I recently started working with a client who was having significant challenges with her marketing initiatives.  In fact, she was not getting any results what so ever.  She had previously engaged a consultant that advised her to be active on Facebook, Twitter, Google+, Instagram, and four others.  She was further advised that she needed to be posting at least 10 times a day every day.  As a small business she had to manage all of this activity herself.  She was following the recommendations of the consultant to the letter.  The problem was that she was consumed with social media. She didn’t have much time to actually run her business and to boot, she was getting zero results.

Essentially all of this advice was wrong for her.  After auditing her program, I recommended significant changes.  She is now active in two channels. I also provided her with a plan on how often to post and during what times of the day.  In just three weeks she has seen a substantial increase in qualified leads and enquiries.

2.  No Listening and Engagement Program

When your consultant speaks to your about your needs and objectives, one of the first things that needs to be considered and discussed by your consultant should be about setting up your listening and engagement program.  If your consultant fails to recommend, or at the very least discuss it with you, this should be an alarm bell.  This is always the first step in leveraging social media. Failing to discuss this with you demonstrates that your consultant is not grasping the fact that social media is about a relationship and two-way dialogue.

Another client I was working with did not have a listening and engagement program.  He didn’t understand why he wasn’t getting any conversations going.  He wasn’t listening to his clients and he certainly wasn’t engaging with them where they were conversing.  He was advised by his consultant that all he had to do was issue push communications. In other words, he was told that just putting out your message was the way to go.

I worked with him to get a listening and engaging tool and developed a Playbook for how to engage with his customers and prospects.  In just one week he is seeing conversations develop.

3.  You Should Only Focus on Social Media – It is all You need.

Social media is still a relatively new concept for many.  Even practitioners continue to develop and hone their skills.  Despite this however, really qualified practitioners will never advise you to look at your social media efforts in isolation.  Instead, they will look at your overall marketing and operational plans and objectives.  They will work with you to develop strategies and tactics that will help you meet those objectives.  They will also help you determine the necessary metrics and align them to your Key Performance Indicators.

Working with another larger organization I have helped them identify all key components of their overall marketing strategy and how they all work together.  Each piece supports the other and there is a consistent message.  The result, customers and prospects see a solid and consistent approach.  They are seeing a story unfold versus disparate and confusing information.

Social media doesn’t need to be complicated, but it does need to be done with the right approach.  These 3 tips should help you ask the right questions when working with consultants.  And most importantly don’t be afraid to pause and reflect on what is being offered.  This is an important component of your brand, identity and bottom line, getting a second opinion might not also be a bad idea.

Want to learn more?  Check out Best Practices – Social Media Listening and Engaging”.  This free resource will help you start your own program.

Marketing Challenges of 2014: The Influencers Weigh-in

If 2013 taught us anything, content marketing is not going anywhere.  Nearly all leading companies finally have content strategies.  With this in mind, tactics have had to change.  What do brands do to stand out in a sea of content that flows freely in every digital space that can possibly exist?  Good question!    Thankfully you have come to the right place!  I asked 5 of the top influencers what brands should be doing in 2014 to stand out. Let’s see what they have to say:

Screen Shot 2013-12-24 at 12.57.18 PM

1.  The Return of Good Writing (Tweet this)

@marketingprofs’ Ann Handley thoughts focus on the words you use and how you use them.

“Next—in 2014 and beyond—content grows up, and with it comes the notion that good writing is the foundation of all good content, whether that content is a 140-character tweet or the product pages of your website or your content marketing infographic…..Increasingly, organizations will realize that words matter. Your words (what you say) and style (how you say it) are your most cherished (and undervalued) assets. In other words, good writing is the basis of good content that gets noticed, no matter what form that content ultimately takes. What’s more: For businesses, good writing is a mirror of good, clear, customer-centric thinking.”

2.  Being Uniquely Creative While Being Authentic (Tweet this)

Radian6 and IntroHive Co-founder David Alston (@davidalston) knows from experience that in order to stand out, you need to be unique.  After all, Radian6 did this with their Community Strategy and won the hearts and minds of a fantastic community.

“Content marketing and social media are mainstream so the big thing in 2014 will not be if you use them, but how creative your brand will be. Just using each no longer let’s your brand stand out. How you string them together and how you tie them into other platforms and processes creatively will help make your brand shine in a sea of noise.”

3. Focus on the Customer First – Before the Technology (Tweet this)

Influence Marketing Co-Author Danny Brown (@dannybrown) believes there needs to be a return to actually understanding what our customers want.

“…without understanding what your customer wants, and at what stage of the buying cycle they’re at so you can prime your message for that exact moment, it doesn’t matter how cool the technology is, or the channels we use, or the implementation of a tactic. We now have linguistic mapping tools that allow us to segment customers, who they connect with, what they’re looking for, and archival history with our brand’s core business or competitors. 2014 will see us, as marketers in the social space, truly take advantage of that technology and deliver on the ROI approach that 2013 saw us begin to implement.”

4.  Become Superior Short Form Storytellers  (Tweet this)

Digital Veteran and HBR contributor, David Armano (@armano) believes that if you want to be successful in standing out, remember that people have short attention spans.

“Short form storytelling in the form of Vines, Snaps, Instavids etc. and short stories on YouTube [will be key]. Brands need the ability to tell a meaningful “story” quickly, sometimes in seconds or other times through a series of images. Stories that have “sharing power” built into them or where you can become a part of the story (think hashtags on Vine where people do their own Ryan Gosling video etc.). So in other words, small is the new big and short is the new long.”

5.   Become More Effective – Rather than More Intrusive (Tweet this)

The Age of Context Co-Author, Shel Israel (@shelisrael) believes that for the first time in decades, marketing and communications professionals will focus on effectiveness and finally concede that being intrusive is not working.

“This will be accomplished by using the contextual technologies outlined in my recent book with Robert Scoble (@Scobleizer), where we talk about how mobile, location, data, sensors and social media converge to allow sellers to understand where people are and what their intentions are. So marketers will begin to be able to just make offers to people who might actually be interested in what they are being offered. We call it Pinpoint Marketing.”

And what do I think?  I agree with all of these thoughts.  I would add that mobile continues to be a significant challenge and opportunity. With the increase in mobile adoption , as Marketers we need to embrace mobile and make it easy for our customers and prospects to purchase via social.  After all, I believe that 2014 will be the year of mobile.

What do you think?  Will content marketing change?  Will it be replaced by something else?  What is the next “thing”?

It’s Dec 26th – 20 Updates to Make to Your Profiles

Not everyone is recovering from Christmas Day or enjoying Boxing Day, so this is a great time to look at your social media profiles.  It is an even better time to update your profiles so that they are top-notch for 2014.  Here are 20 updates that you can do this week:

Forgo pet pics for your avatar - image Courtesy of soundcloud.com

Forgo pet pics for your avatar – image Courtesy of soundcloud.com

 Twitter

  1. Update your Avatar – This is your Twitter profile.  Why not use a good photo of you?  Be recognizable.
  2. Add your location – I love knowing where people are that I am connecting with.  I am not alone in this.
  3. Complete your Bio – I tend not to follow people who share nothing.  This is social media after all and it is about building relationships.  If you can’t share anything about who you are…you seem unfriendly.
  4. Make Use of the Header – This is a great way to show more about who you are.  Use it.  Don’t leave it blank.  That is just boring.
  5. Add a URL– Add your blog or website URL.  Again it is about sharing more about who you are.

Facebook

  1. Understand Different Features – For example, if you use Facebook for both personal and professional purposes, you may wish to make use of different lists for your friends, colleagues and business associates.
  2. Complete your “About”section – Fill this section out with as much information that you feel comfortable sharing.  Remember that you can set your security settings to share with friends only.Screen Shot 2013-12-24 at 10.56.55 AM
  3. Set your custom URL – Go to http://www.facebook.com/username/ and get your custom URL for your personal page and/or any pages that you administer.
  4. Update your Avatar –  When is the last time you updated your Avatar?  And…forget the cat pics.
  5. Have a unique cover photo – Standing out in a sea of social profiles is something that people usually want to do.  Having a custom cover photo shows personality.  Have fun, but remember that it is public and anyone can see it.  Don’t be Stupid – Social Media Can Get You Fired.

LinkedIn

  1. Photo – This is definitely the place that you want a professional photo.  This is your living resume and brand.  This is your time to shine.  Sharing a photo with another person is just weird and confusing.
  2. Be sure to get your custom URL – Like your photo this is important.  This helps in searches.
  3. Complete your summary – This is probably one of the biggest misses for people using LinkedIn.  This can be your elevator pitch.  Keep it short, accurate and punchy.  Whatever you do, don’t write about yourself in the first person.  That too is just weird!
  4. Get Recommendations – This is a great opportunity to showcase your skills and accomplishments.  The fact that others take the time to write you a recommendation speaks volumes.  When people prepare recommendations for others, it says just as much about that person as it does you.  People do not enter into recommendations lightly.
  5. Highlight & Describe your Experience – Another faux pas that people make repeatedly is only listing their jobs, and not outlining their experience.  Even if you are not looking for a job, this is your time to showcase your experience.  People use this information when recruiting for Boards of Directors, mentors and more.

Google+

  1. Think about SEO – Don’t over do it on keywords.  That won’t really get you a higher SEO rating. The unique algorithm used by Google will likely look at your variations on the same keywords as spam.
  2. Use a Good Avatar – This is a consistent message of this blog.  We all like to see who we are connecting with.  Some might think it fickle, but it is reality.  Go with it.
  3. Select a Solid Cover Image – Like in Facebook and Twitter, choose a good quality image.  Grainy images that are distracting is not the image you want for your brand – be it personal or business.
  4. Get your custom URL – This is still “relatively” new.  If you are able to get your custom URL, do it.
  5. Complete your About section – This should be a no brainer after reading the tips above.  It also applies to Google+.

These are just some tips for improving your profiles.  They don’t take long, so why not use this “quieter” time of year to update your profile.  You will have a head start on the New Year!

3 Tips to Fix Your #Failed Mobile Marketing

According to a 2013 Pew Internet study, 56% of Americans own a smart phone and 35% own a tablet.  Research from Canalys earlier this year predicted that tablet sales would increase by 59% this year.  In fact in Q3 of 2013, over a quarter of a billion units shipped worldwide.  So getting your mobile strategy right has never been more important for sales.  The C-suite no longer accepts applying outdated tactics that net poor results. (Please Click to Tweet So, here are 3 easy tips to fix your mobile marketing and sales now:

Image courtesy of businesstocommunity.com

Image courtesy of businesstocommunity.com

 1.  Understand that Most Mobile Device Use is Not Really Mobile

That’s right, the biggest mistake that marketers are making is NOT understanding how people are using their devices.  A joint study released by AOL and BBDO revealed that 68% consumer mobile phone use occurred at home.  Yes, they are using their devices at home!

Marketers need to have a two-pronged approach to reach the ‘at home market’ and the ‘on-the-go market.’  They have different needs.   There is an added level of complexity when understanding the use of tablets versus smart phones.  Marketers who succeed in mobile will be those who establish different strategies and tactics for each.

2.  Mobile Phone Use Does Not Equal Tablet Use

According to Pew, the demographics for those using tablets most include:

  • Those living in households earning at least $75,000 per year (56%), compared with lower income brackets
  • Adults ages 35-44 (49%), compared with younger and older adults
  • College graduates (49%), compared with adults with lower levels of education

In order to effectively reach tablet and smart phone users requires different approaches, particularly when it comes to advertising.  It is not a one size fits all approach.

3.  Advertising on Mobile?  Know Thy Device!

If you are still using the old “push” model of broadcasting messages in your  advertising, you are likely failing.

Marketers need to focus on micro-targeted “pull” campaigns that effectively result in the customer accepting messages. In addition to pull, Marketers need to forget banner ads.  While somewhat annoying to computer users, they are even less welcome on mobile.  They just aren’t scalable to mobile and therefore completely ineffective.

Finally it is important to know that those succeeding in the mobile market and netting sales have built relationships with customers.  Through these relationships, they have learned customer  preferences, including real-time location information.  They offer deals that result in real sales.  Starbucks for example leveraged mobile by offering a $5 credit to those who joined My Starbucks Rewards program.  This resulted in more than 500,000 downloads of the mobile app in its two-week trial period.

Take-Away Lessons:  

  1. Don’t push information.  Pull Information through offering something up to your customer or prospect.  What are the chances that someone who redeemed that $5 spent more than the credit allotted to him or her?  Probably pretty good.
  2. Understand how customers are using different devices and use appropriate tactics.
  3. Don’t annoy prospects and customers with annoying banner ads on mobile.  Be creative and delight your customers with real offerings to PULL them into your store or location.

If people thought that social media changed everything, mobile is like living inside a snow globe that someone continually shakes.  What changes are you making to your mobile strategy to accommodate for this different world?

5 Brilliant Tips from Content Marketing Experts

Content marketing continues to be one of the most effective ways to market a product, service or brand.  When done well, the results can be astonishing.  While Marketing Practitioners around the globe have embraced content marketing, there are still many who fear it.  To help build your case, here are 5 brilliant tips from Content Marketing Experts.

Image courtesy of www.actsofsilence.com

Image courtesy of www.actsofsilence.com

1.  “…the most critical part of a successful content marketing program is building your audience….Without the audience, we cannot drive revenue of any kind.” @JoePulizzi

2.  “By distributing your content by platform, chances are you’re overlooking opportunities that can significantly enhance the breath and quality of your potential audience. Instead, focus on getting your message to the influencers and people who can amplify your message by sharing it with their networks.”  @HeidiCohen

Remember to help you build your audience, your information should not be overly promotional.  Your are building a relationship.  “Use the 80/20 rule. Share 8 pieces of content for every 2 promo-type pieces.” (Click to Tweet!  Thanks!)

3.  “The role of the marketing department is evolving. To deliver tangible value to your organization the marketing department needs to shift from being creators of marketing campaigns to creators of stories. But, the best story telling usually comes from employees and customers.” @BernieBorges

4.  “PR is about reaching your audience. There are many more ways to do that than just via the media: Great website content, YouTube videos, blog posts, ebooks, charts, graphs, photos, a Twitter feed, a presence in Foursquare, Instagram, and so much more.” David Meerman Scott (@dmscott)

5.  “Professional services firms often worry that providing content will enable customers to DIY and prevent them from hiring the company. I have been a consultant for most of the past 25 years, and I can tell you first-hand that if a prospective customer is genuinely weighing the option of doing it themselves or hiring you, that is NOT a customer you want.” @jaybaer

These are just five great quotes and sources.  What would you add to this list?