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July 07, 2008


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Martin MB

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 ( - 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


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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