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Get Lucky: How to Put Planned Serendipity to Work for You and Your Business by Lane Becker, Thor Muller

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In case it isn't already obvious, as two of the cofounders of a company dedicated to bringing companies and customers closer together, the skill of permeability is near and dear to our hearts. Even when we dreamt up the idea for Get Satisfaction back in 2006 it was clear that the prevailing customer service philosophies, focused around customer deflection practices, were going to be worse than useless in the new social environment that was emerging online. Customers everywhere could be found scattered around the Web—talking, sharing, exchanging tips and ideas—and some had already begun to use all these new online technologies like blogs, social networks, and forums to get closer to the companies that mattered to them. ...

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