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By Patrick Barwise and Seán Meehan, Authors, “Beyond the Familiar: Long-Term Growth through Customer Focus and Innovation”   Editor’s note: A challenge for many businesses is that...

Editor’s note: As the Spirit Airlines case has recently shown, sticking to your guns is rarely the best way to handle customer complaints. Of course, anyone in PR and marketing knows just how...

In social, it’s easy to just auto-post quotes, resources, links to great research, and your latest blog post announcements, yet forget to add the essential nugget of conversion – the call to...