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The Social Customer
I’m no an expert on social CRM and I suspect that I’m not alone out there. Much like social media, however, anyone can claim to be an expert on social CRM these days. For a few reasons, though, I’m...
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Pink Floyd, Seinfeld, and Extremes in Customer Service
One of my favorite Pink Floyd songs from the band’s later years is “Poles Apart”, off of its 1994 Division Bell album. The song was on my mind yesterday and I had customer service issues with two...
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The Social Customer: Excerpt from The New Small
Customer service is no longer a one-way street—and hasn’t been since the rise of social media. Some bells you don’t unring and this is one of them. I make this point and a few others in a piece from...
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