Drew, thanks for sharing this list and showing how you use the tools. Having just come off of the 4th annual Bathroom Blogfest, which used Twitter more heavily than ever, some of these I've become aware of. But, many others not! Hope you had a good Halloween! CB

A lovely and appropriate rant. I believe the practice has to do with agencies and clients both not understanding the new world order, being too much in love with shouting at customers and applying the same mindset to new social tools. Then, they can say "we've done social media!" Hah. It truly is a whole other way of thinking and communicating, and it requires that those who 'get' it be constantly teaching and reinforcing the new ways. It also requires that clients be eager to not simply hand-off brand building and relationship building to outside resources, but rather than they be intimately involved. That's a major mind shift from saying "make it so, agency!" Lots of hand holding ahead, right?

Rich, thanks so much for helping get the word out, and also for participating in the series and the e-book. I hope many people benefit from the collective wisdom of experts like you. Best, CB

Karin, thank you so much for putting this post together and helping get the word out about this e-book and its wonderful contributors! Bedankt. CB

David, you certainly hit on many of the 'dirty' secrets I'm grappling with. Thanks for encapsulating them so succinctly. Hope you're well. Best, CB

Anna, thanks so very much for participating in and sharing your wonderful insights. Your point B above is one that I think of often now; it's so very appropriate! Can you tell that I loved being able to turn the tables on you? Best, CB

Congratulations, David! I can't imagine a better birthday present and celebration! Hurray!

Valeria, fascinating post and thanks for connecting it to your interview on Flooring The Consumer. This to me captures how marketing can create value moments: "...dedication, work that matters, trust and relationships rule. It doesn't stop there - it extends further into creating amazing experiences that become powerful reference points. That's where the value comes in. It's about them, not you. Yet, you do have the power to make that happen." Thank you, Valeria.

Rich, thank you for making the time to participate in my social media series despite your hectic schedule. I really appreciate it and also that you mention it here! Best, CB

Paula, congratulations and best of luck. And, thank you for this thought-provoking and absolutely on target post. I enjoyed learning about what you've created at H&R Block through Francois' CMO 2.0 conversation and really look forward to hearing about your next chapter. CB

Susan, I can't thank you enough for profiling Flooring The Consumer on Customer Experience Crossroads, and doing so with such flair and in such depth. One other learning that just occurred to me is that you need to experiment with these tools long enough to 'relax' and not be so self-conscious while using them. In blogging, that corresponds to finding your voice. Again, thanks!

Susan, again, thanks for how you tell this story.

Susan, thank you so much for this opportunity to share what I have learned. I love how - through comments and photos - you have added so much dimension to my story.

Cam, the widget is fantastic! Thanks for getting the word out about AOC2! I agree with you. This one is definitely better from all aspects. I can't wait to get my copy and start diving in. I look forward to your chapter.

Cam, thanks for getting the word out. Hard to believe that we are on the home stretch and will soon be able to read all of these chapters in full!

Gavin, you and Drew have taken on another amazing yet Herculean task! Thank you for all that you do.

Sean, thank you for focusing attention how critical the customer experience is. What a terrific list of resources you have put together! Thanks for including Flooring The Consumer.

Jon, Congratulations and thanks for getting the word out. It's a great project!

Well put, Susan!

Oh, the fun we will have, Susan, changing the world next week!

Greg, what a fun way to handle time with the Mouse. The guys are doing good work. You can relax!

Matt and Greg, very interesting to see the ramifications of social web....

David, how perfect! And how fun to meet you and Kofi.

Pete, are you sure that's enough? I wish I could attend as it sounds terrific. Have fun with Lisa; she is my best college friend's little sister. Small world.

Greg, I love your daughter's active involvement with George and AoC. Mine wasn't too thrilled to see him being sent off to have more fun without her - but she does feel better about it seeing yours. Glad that George still seems to have his copy of AoC!