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Valeria, first of all, happy birthday! :) Chris Brogan just pointed out that it was this Sunday.

After reading the post I couldn't but congratulate myself on doing everything well ;)

There is one more area, which you have covered in the post, but not that thoroughly as I think it should be:

6. Questions.
Don't think - ask! Sometimes brands assume they are doing right, when they actually don't. Asking your clients for evaluation, help or feedback is a great way to learn your weaknesses and improve your activities. This is a chance to see an interested client, the one who cares and is active enough to give.
You are not losing anything by asking, but you open up to your potential clients, as you show trust in their opinion.

So don't forget to ask, and assume less. As my psychology teacher in the states pointed out, assuming may lead to a tricky situations "ass u (and) me" ;)

I'm not always a fan of the overcooked metaphor, but I think you just managed to pull it off.

And happy birthday for yesterday!

Another great post Valeria. Makes me think about @VodafoneUK who I've had a complaint with recently. I emailled and I tweeted my complaints and unsurprisingly, they are being far more proactive via Twitter than they are via their own website. I understand that this is about reputation management for them, but it pleased me that at least they are taking notice and being responsive at least via one channel. Plenty more for them to do yet however.

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