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Study: Social media may ease negative word-of-mouth impact
Ann Arbor, Mich. -- A study released Tuesday by customer feedback management firm CFI Group found that social media may be blunting the impact of negative word-of-mouth.
According to the findings of its annual Call Center Satisfaction Index, CFI Group said that social media commentary after a call center experience can have a counter-intuitive impact.
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West Marine CEO steps down
Watsonville, Calif. -- West Marine said Tuesday that its president and CEO Geoff Eisenberg will resign once a new chief is appointed.
Following a leadership transition period, Eisenberg will serve as a special advisor to the West Marine board of directors.
West Marine has already initiated the search for a new CEO. No reason has been given for Eisenberg’s departure.