“…successful companies will be more like Dale Carnegie and less like Mad Men, listen first then sell.”

Conversation is everywhere and there are so many clichés about conversation and business that it would be difficult to catalog them, but the truth still remains that conversation is at the center of business whether you are Zappos building a business or P&G and your interest is in growing the Tide business.

Conversation involving customers and companies is like a flywheel and once it gets going there is tremendous energy that sustains momentum and throws off a lot of interesting business outcomes like social commerce, brand loyalty (promoters), R&D ideation, and customer satisfaction.

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. – Sam Walton