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Working the Crowd by Eileen Brown

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CUSTOMER SERVICE

Twitter helps turn around negative attitudes to products in almost real time—as the attitudes are actually forming amongst your audience. There are some superb examples of this effect. I—ve been really impressed with the way that companies use Twitter to connect with their customers. A friend of mine, Andrew, told me about his own personal experience of excellent and speedy service results through an initial conversation over Twitter.

Andrew and I both have a really slow broadband connection. We each get about 0.5 Mbps. So any calls that we make using Voice over IP (VOIP) can sometimes be a bit tortuous with the latency that we have to endure. The quality reminds me of my days in the Merchant Navy, using the VHF radio and speaking ...

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