Title: You Shall Know Us By Our Dialtone
Main Points: Understand how to allocate people in your organization to get involved in social media
Take-Away Action: Create a main, central location that you own to use as the call to action
It doesn't matter what your customer is doing with your product, they are still your customer. Even if they are using it ways you didn't expect.
Listening is the new black. Marketers aren't used to listening, they are used to collecting surveys and market research instead.
You don't control facebook. If you pin your marketing strategy on those tools, you are constrained to what they let you do.