Thanks for the mention. I should point out that Dan Primack of Fortune.com disagreed strongly with my advice and posted a counter-argument that is worth reading.

Thanks for posting, Chris. This suggestion has provoked quite a bit of discussion. I believe ROI is easier to calculate than a lot of people think. Here is a somewhat expanded essay on what I said at NCVS.

Thanks, Chris. I'm so pleased you pulled out this clip because it addresses an issue that vexes a lot of social media pros but doesn't need to be nearly as difficult as it seems. Thanks for giving the topic some visibility!

You're right on the mark, Dave. E-mail is still the most direct and intimate way to communicate with your customers. With all our shiny new tools, we tend to forget sometimes that 70% of Americans still call their inbox home.

How nice to be mentioned in the company of such august panelists! Thank you!