18. Listen- Find the conversations. google, twitter, facebook, customer service reps, emails, letters, technorati, friends, enemies, etc.
19. Learn- Educate yourself on the latest trends, tools, etc. find a geek, take a class, jump right in, ask questions, watch kids, read a book, with a team, etc.
20. Empower- Give someone the ability to carry on REAL conversations with your customers. CEO or intern, use online tools, build relationships, listen and respond to complaints and praise, etc.
21. (rinse & repeat) The internet never sleeps! Listen - Learn - Empower