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Digital channels great for complaints, but phones favoured for purchasing
Twitter launches testimonials initiative to showcase social innovation
Twitter pilots new analytics tool
WeCanDo.Biz launches new sales leads tool for Twitter
Hard rocking, Twittering and Facebooking make the CRM mix down
Happy birthday Twitter: The ultimate guide to Twitter for business
Twitter: How to lose friends and alienate people
Chartis offers social media insurance scheme
Will Google buy Twitter - and what would be the implications?
Watchdog warns firms over third-party social platform promo
BBC Radio 1: 60,000 Twitter followers doesn't guarantee engagement!
@earlybird becomes dead duck as Twitter launches 'Promoted Accounts'
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How to kick-start conversations with your customers
A third of customers take to social to vent service frustrations
Consumers are most open to ads while shopping. Opportunities for brands and retailers
The impact inconsistent customer service has on customer satisfaction
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