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You've nailed the source code for conversation. It's customer experience.
The big question is 'What are you doing to give your customers something to talk, tweet, blog or post to Facebook about?'
I'm a big proponent of building in little unexpected extras or what I call marketing lagniappe. Do it correctly and you can differentiate your product, delight your customers and drive positive word of mouth.

I do find that change comes by when forced, as you state here, Brad. And true enough, support from the top is key to make that happen.

Collect less, use more is my motto. Know why you're tracking what you are and do something with it. Otherwise, what is the point?

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