Google+ has the potential to change customer service with its many built-in tools. For instance, I'm convinced Hangouts with Extras will make some long established services immediately obsolete. I was using a typical web conference and meeting software the oth...
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You and I eat and breathe this stuff. We know we no longer control the message. We understand customers choose if and when to follow and engage in our brands. We stopped counting hits long ago. We're focused on engagement and influence. We're counting Klout an...
Innovations occur when people are allowed to question and offer input. You cannot anticipate every need, nor can you develop a procedure that will anticipate every situation. Despite our wish to create systems that define a specific outcome, there is always so...
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