Monthly Archives: April 2012

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Social Media Becomes Another Customer Service Channel

First it was in-person, and then came snail mail, then phone centers, then IVRs, and then websites.  Now there’s a new channel for customer service interaction—social media.  The new “always on” consumer is eschewing traditional channels (that seemed cutting edge a short while ago) and turning to social media.  Whether it’s Twitter or a company’s
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The End of Money: The Surgeon General Cometh

Last night I was multi-tasking between the important (catching up on Mad Men, having missed Sunday’s broadcast due to Easter) and the mundane (reading a copy of David Wolman’s The End of Money) and experienced an epiphany of sorts: paper currency is as ubiquitous today as smoking cigarettes was in the 1960’s—and may suffer the
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Small Business, Big Deal

Everybody, from the President to his opponents says that small business is the driving force behind the U.S. economy. I always believed this to be true, but just to be sure I went and checked the numbers.  The politicians are right.  According to the U.S. Small Business Administration, in 2010 there were 27.3 million small
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