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Very helpful info and insight. Thanks for posting this. In the past two years since I've been actively listening/engaging for work, I've found that the best way to head off potential problems is to be available and engage. One of the best things a company can do is to be where its customers are and listen/talk to them.

Valeria, I am printing this out and hanging it on my wall at work. After reading it, I noticed that I could apply this to my internal communications clients. I'd like to write that up on my blog and link back to this post. Are you okay with that?

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