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FedEx Update: Score one for social networking – ProfessorBainbridge.com

FedEx Update: Score one for social networking – ProfessorBainbridge.com.

It’s been said that “Twitter complaints should really be viewed by a company as (no pun intended) the canary in the customer service mine. Every Twitter complaint represents a service failure at some customer touchpoint. It is there where a company should really be investing its time.”

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