We’ve come to the end of another year, so we’re highlighting some of the year’s best posts… (originally posted October 1, 2009)
How many pageviews should my blog be getting?  How many followers should I have on Twitter?  What retweet percentage should I be shooting for?  All of these are good metrics to take a look at, but without a goal in mind, you may find yourself running in circles.

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It’s the end of another year and we’re highlighting some of the best posts of 2009… (originally posted September 10, 2009)

Your company’s customer service can be ruined (or saved) by just one person. Because it’s so easy for customers to communicate their experiences with other customers (and potential customers), any bad experience can be multiplied a hundredfold. Here’s an example:

I’m a huge fan of J.Jill clothes, mostly because they actually offer pants for us Amazons (tall), but also because I like their styles and service.  I’ve been a loyal customer for many years (when will everyone offer tall pants?) and have had exceptional customer service both online and in their retail locations.  Until Tuesday.

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