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The brave new world of social media is a reminder that old assumptions and rules are dangerous indeed!
Take the example of a Focus Group - you could certainly rely on responses (you paid for them...!) and the skilled facilitator could always find some new angle or insight admidst the rubber chicken and carefully selected vino with carefully framed questions. And there was, and is, of course value in these very close&detailed interactions with customers or prospects. But what about the unwritten rules and quirks of human behaviour:
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