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I was looking to see if anyone else wanted to contribute their thoughts. The importance of at which point and place we make connections with customers is often underestimated. I wonder if companies are aware of when and where they do it right. That would be a good start.


Excellent post. I have started using a summize.com Twitter search to watch for "customer service" and although some companies may be getting it - many more could benefit from paying attention!

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