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[2009-08-24] Enterprise Benefits Of Adding Social Media To Your Arsenal
The short answer is yes, people really do find things on social media sites. If you're an individual, this can be a very bad thing since your personal life can make the national news.

[2009-08-10] Listening To Customers Without Acting Is Worthless
Wikipedia tells us that active listening is an intent to "listen for meaning". Others suggest that active listening should "focus on who you are listening to, whether in a group or one-on-one, in order to understand what he or she is saying."