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« The Summer of 1970 - Our Farm House in Cape Breton Nova Scotia | Main | My Fast Forward Posts for June 2008 »

July 07, 2008

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Martin MB

Bill,
Heather makes some great points, which chime strongly with the messages coming out of 'Groundswell', the book published by Forrester research and authored by Charlene Li and Josh Bernoff (http://www.forrester.com/Groundswell/index.html - my copy is on a train, somewhere between London and Bristol, if anyone finds it!). The Comcast story is a great one, for which there are many comparitive disasters as companies fail to 'get it'. I guess it takes a certain courage, insight, leadership and imagination to succeed in this 'new economy'...

Bill  Ives

Martin

Thanks for your comment. I agree also. It is nice to see the current wave of technologies actually helping customer service after the last wave of technology - automated voice response - made customer service an oxymoron. I hope you find your book. It is interesting that Twitter is coming more into play. Bill

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