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Businesses that provide superior customer service are earning fanatical devotion. Companies like Zappos, CDBaby, and Flickr are demonstrating that doing business online is anything but impersonal, and that developing a relationship with your customers long after the sale is a killer competitive advantage.

This presentation explores how innovative businesses are becoming more transparent with their audience, engaging customers to help solve each others' problems, design new products and spread the word, and suggests an overall framework and initial steps that online and offline companies can take to start having a real conversation with their customers.