Instead, we post customer-submitted stories and pictures, let them know what cool things we have coming in the future, and keep them informed on the direction of Survival Straps.

WSJ: Debate: Does Social Media Deliver Results for Small Businesses?

Whether your business is media, financial services, retailing, B2B, or even non-profit, your director of analytics should be able to rattle off your key customer touch points, tell you the current strategies for measuring those touch points and let you know which touch points would most benefit from improvements in measurement.

FORBES: Eight Questions to Ask Your Director of Analytics

When we introduce a new service element, we let our employees know that if it isn't making their job easier or better meeting our customer's expectations, we will make adjustments in order to achieve a successful result.

FORBES