Companies whose leaders have embraced the concept of open leadership to the point of posting feedback–both the good and the bad, in the form of customer reviews–have an opportunity to take social media to the next level: enabling customers to guide each other in their decisions about which purchase will achieve their goals. Oftentimes there are two kinds of customers, especially when it comes to complex technology products and services.
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Manish Mehta: What if your customers helped each other make purchasing decisions?