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9 Ways to Get Your Staff to Collaborate Like Crazy

Following on the heels of the explosive growth of social media phenomena like Facebook, Wikipedia and Twitter, companies are exploring whether they can leverage the "wisdom of the crowds" to solve the problem of connecting the bits of information that can lead to innovative products and improved service. ...


9 Ways to Squeeze the Most Value From Customer Feedback

In November, as the crowds of caffeinated holiday shoppers began to swell, Starbucks baristas received a corporate edict: slow down. Going forward, they were to make only one drink at a time, no matter how many customers were waiting in line. According to sources, Starbucks customers were complaining that the company had "reduced the fine art of coffee making to a mechanized process with all the romance of an assembly line." ...


7 Ways to Draw Strength From Your Online Customer Communities

Consumers today don't want to interact just with other consumers. Increasingly, they expect to interact and communicate directly with brands and companies themselves. ...


7 Ways to Fatten Your Social Media Monitoring Payback

Monitoring online conversation can provide insights that are relevant to a range of functions and activities, and that drive different types of value to a company. Companies need to understand what these sources of value are and then design their social media monitoring program so that the findings are applied efficiently to create that value. ...

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