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Using Social Networks to Improve Operations

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December 3, 2011
Using Social Networks to Improve Operations

This post is part of the HBR Forum, The Future of Retail. For decades the mystery shopper was the main way retailers assessed operations from a customer’s point of view.  How can organizations use social media to do more than broadcast messages to an indifferent audience? This HBR blog post describes 2 examples where...
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