• Motivation behind flip the channel
• How retaining the customer should be at the core of your business strategy
• The need to fuse word of mouth and customer service
• Technology should bring out the humanity of your company
• The real role of social media - customer retention
• How to scale from 150 to 150,000 "friends" of the brand
• Difference between customer service and servicing the customer
• Is the business the social object or the process of buying?
• Don't take employees for granted

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