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Monday Must-Reads: Ideas Good and Bad

Innovation is key to improving the customer experience. Innovation can sometimes mean experimenting and seeing what sticks. This week, there were a few great examples of trying stuff - sometimes without thinking things through, or, worse, without listening to their ...

Monday Must-Reads: Social Media Lists

For a while now, I've been a semi-regular contributor over at 12 Most. Each day, readers can find fresh content several times a day in many different topics, including business, media, lifestyle and more. The common thread is that each ...

Borders: Lessons In Customer Expectations

A few weeks ago, I penned a post about how Borders may have missed the boat on innovating quickly enough. I wish now it wasn't quite so prophetic as Borders plans to liquidate. We have a nice Borders here in ...

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