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While talking to one of my friends and former co-workers from LEGO, she pointed out that social media is "that area between word-of-mouth and traditional CRM".
Brilliant, and simple.
Jake McKee is the Chief Strategy Officer and Ant Wrangler at Ant's Eye View, a customer experience strategy practice focused on helping clients escalate their customer experience. With a rich background in customer collaboration, online communities, and fan groups, and Web development, community management, and product development, Jake helps organizations understand how to act like groups of people, rather than soulless money making machines.
