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  • leadership

    Getting Rid Of Blind Spots In Customer Conversations

    Mirror blind spots make it hard to see nearby cars. Business blind spots make it hard to see roadblocks to revenue growth. Here's how to get rid of both.

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    By: Neil Baron

  • Innovation Agents

    Mindshare Technologies CEO John Sperry Addresses Your Complaints

    Got a beef about the bathroom in your local Arby's? Tell John Sperry. He's up to his ears in customer complaints. So why's he still smiling?

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    By: Lydia Dishman

  • leadership

    Politicians, Candidates and Agencies Embrace Government 2.0 (slowly)

    UserVoice, a  San Francisco-based customer feedback startup I've been working with for a while just came back from the O’Reilly Media and TechWeb Gov 2.0 Showcase in Washington, DC.
    What was a tech company doing at a government conference? Well, by a series of friendships, karma and coincidence that characterize the Bay Area, UserVoice donated its application to the City of Santa Cruz, which was looking for a way to get public input to make budget cuts. Read More »
    By: Francine Hardaway

  • leadership

    Customer feedback and the quest for continuous improvement

    If you’re in a customer-focused business (and really, who isn’t?), you’re always looking for feedback. How was their experience when they entered your store? Were they able to easily navigate your website? Wal Mart (who knew they had a blog?) even asks whether the cashier greeted you before you swipe your credit card at the register. Read More »

    By: Shawn Graham

  • leadership

    Sharing negative customer feedback with your team

    When it comes to customer feedback, you usually only hear from the people who really love you or the ones who really hate you but generally not from those who land somewhere in the middle. Read More »

    By: Shawn Graham

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