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Jason is clearly customer focused. He’s using the interactivity of the web as a real-time focus group. This does several things: For AOL, it helps them improve quickly and creates a TON of goodwill with its customers. For the customers, it helps them to feel listened to and that their thoughts and ideas are important.
This is a great example of Customer Obsession, which I spoke about several weeks ago. Great job, Jason! You’re setting a whole new standard for communicating with customers, building goodwill, & improving business, by using the social web.
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