"To learn from mistakes, takes I think, a culture of being able to recognize a mistake has been made and have the courage to admit. And this is actually a time where courage is everything. Courage and vision together allow for people to see what they couldn't before and to do what they wouldn't or couldn't before either. And so to admit the mistake and do something about the mistake takes the ability to recognize it and the courage to see it through and do the right thing." — Brian Solis
"To change the direction of business requires that direction is defined, and that starts with a vision statement. This is a time to not get enamored with technology, but to look at this as an opportunity, with that vision, to define your mission and purpose, and to use technology as enabler for delivering against that vision. To deliver better product experiences, better customer experiences, and to develop better customer relationships." — Brian Solis
In the past, I had the good fortune of working with the Get Satisfaction team to help brands embrace new media to improve customer relationships. During those early years, I learned a great deal about the process and corresponding hurdles that face change agents as organizations evaluate new technology to socialize CRM.
Our stature in the social web is based on our actions and words. Essentially, your "balance sheet" is available for anyone with a web browser to review, assess, and analyze. While this may seem trivial, progressive businesses are already factoring your stature into their customer index.