Invaluable
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I attended Joshua Porter excellent panel session, 'Social Design Strategies', at SXSW 2008 and was keen to read his book. The book does not disappoint. The title is misleading it's about more than just social networking; and this is a good thing. For example, there's some excellent stuff on how to design a good sign-up process and how to respond to customers on service failures. Joshua details a hierachy covering different levels of customer engagement and how to move them up the value chain. All in all brilliant.
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