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" Top-of-mind awareness requires companies to send messages consistently, but today’s consumers are besieged with every company of every type, size, and description jostling for attention, making pleas to friend, follow, subscribe, read, watch, and click. Unimaginative marketers attempt to stand out with message frequency, or by exchanging bribes for attention (resulting in an explosion of Facebook contests and giveaways, among other tactics). "
― Jay Baer , Youtility: Why Smart Marketing Is about Help Not Hype
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" And here’s something that might unsettle you: your business has haters, too. Every interaction between brand and human has the potential to delight or enrage—in short, to become memorable. Today, with the widespread usage of social media, those memories can live on, and live in public, for a very long time. Customer service has become a spectator sport, and your online panel of judges can award or deduct points for speed, execution, and style. "
― Jay Baer , Hug Your Haters: How to Embrace Complaints and Keep Your Customers