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Excerpt from The Huffington Post -- "Just as companies have begun in recent years to monitor social media like Facebook and Twitter for feedback, the recent spate of high-profile recorded customer-service calls may push some companies to improve their customer service, according to Priya Raghubir, a professor of marketing at New York University's Stern School of Business. 'Just the mere fact that consumers could be doing this will get companies to start being a little more cognizant of trying to reduce the extent they try to hold customers hostage,' Raghubir told HuffPost."

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