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A New Discovery…And a Web 2.0 Moment

November 30th, 2007 · No Comments · Blogroll, Customer Service as Marketing, Marketing Techniques and Philosophies, Marketing Trends/News, Web 2.0/Social Media

I love discovering fresh, articulate voices who discuss important things. And today I discovered Mike Wagner, of He writes elegantly on the brand as based in the customer’s own experience. I particularly enjoyed his story of the broken minor promise that cost a hotel $30,000 in lost future revenue, and also of the receptionist who made him feel special.

What especially interests me is the way I found him. I participate fairly passively on several Web 2.0 social networking sites. This morning, I logged onto Plaxo and found that someone in one of my groups had posted a link to the Thinking Blogger Awards. And Mike was one of the five honored Thinking Bloggers. Is that cool, or what?

If you’re not starting to harness Web 2.0 in your own business, maybe it’s time to start.


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