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Chief Operating Officer @wearelaivly, Ex EVP IntouchCX - Futurist, CX, Brand Stewardship, AI, SaaS, Culture & People. Converged intelligences are the future.

#Reddit. IPO! But don't forget that Reddit is the best source of authentic customer & employee feedback online, and not always where you'd expect to find it. Are you freeform searching reddit for your brand or product names? Does your brand have a subreddit? What about the communities that your brand serves? That might be a physical community where you have locations or distribution (Winnipeg!) or a metaphysical community (rock climbers!) If you're not looking for these subs and threads, you're going to miss things. Recent example from r/winnipeg: Thread about local coffee shops. One roaster in particular was singled out as consistently over roasting their beans, and missing things like a roasting date on their bags of beans. I sent a link to the thread to roaster who seemed genuinely appreciative, and unaware that this conversation about their brand was going on. Reddit's a great conduit to your customers, and community moderation means its not a total internet dumpster fire. So - if you're org/brand/team isn't in there lurking, get on it! I'm sure most large enterprises are doing exactly this already, but the value for SMBs / local managers is there too if you know where to look.

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