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from Jeannie Walters

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From the Blog

So the first thing…

I got one of those crazy calls the other day. It was a confused, frustrated person trying ...

Post-SOBCon 2010: My Promises to Liz Strauss & Terry Starbucker

Like most who attended, I am catching my breath a little after a few days of SOBCon ...

It Takes A Village To Keep a Customer

There's now a well-known African proverb that states: "It takes a village to raise a child." What ...

Start Over

I am lucky because I love my job. I get to dissect, evaluate and the improve people's ...

Don't Look the Customer in the Eye

I flew today. And it's gotten worse. I'm small time, but it's even gotten worse for Chris ...

Why Customer Service Does Not Equal Customer Experience

Customer Experience is this unkempt, crazy art form coupled with enough science to make it work. It's ...

SXSW: A Customer Experience Journey

*Note - I've been writing this post on and off for a week. Things come up - ...

Finding Value at SXSW

It's the last day here in Austin for SXSW Interactive. I'm taking a breath before heading to ...

What I'm Looking for at SXSW Interactive

There's a lot of hype around the South-by-Southwest Interactive Conference, and much of it is about parties. ...

Legal Beagles: How We're All Just Sniffing Around Social Media

Last week, I attended the Soho Social Media Seminar and heard a fantastic line-up of speakers. For ...

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