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Customer Service as we know it is dead. What used to be a one to one conversation between your customer and your company has transformed into a one to many conversation. Thanks to social media and online communities, your customers are now talking to each other and to the world. In this presentation, I discuss about adapting to this new change and creating winning strategies to turn Customer Service into your company's biggest advantage. This presentation was part of a lecture I delivered at The Webwinkel Vakdagen, a premier e-commerce event in The Netherlands.