This link has been bookmarked by 54 people . It was first bookmarked on 02 Jan 2008, by someone privately.
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william doustanother blog realted to the power of people in the age of the social networks and social media - probably inspired by clue train manifesto ;o) The McDaddy of revolt against - bad irresponsive and disrespectful business and its practices
manifesto social socialnetworking socialsoftware social marketing
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CRM Doesn't Go Far Enough: Somehow We Left the Customer Out of Customer Relationship Management."
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The bold TERMS AND CONDITIONS of the blog also state: "McDonald's owns any comments or other content that you post on this site. That means that McDonald's has the right to make, have made, offer for sale, use, sell, copy, distribute, perform, transmit, display, modify, adapt and otherwise use your submission(s) throughout the world in perpetuity in any manner that it sees fit without compensation to you. McDonald's also has the right to use your name in connection with any use of your submissions." This is not the best method to develop trust and a long-term relationship with a customer.
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The key thing that Starbucks realizes is that these conversations are taking place anyway.
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If this site didn't exist, customers such as the individual above would be making these comments in other forums that were removed from the organization, or on his or her own blog. With My Starbucks Idea, the organization is getting the feedback in realtime, and has the opportunity to address issues in a rational and constructive way.
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"There are no spectators anymore. Participate."
blogs:consulting christopher_carfi social_networks delicious_import
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