The importance of multichannel customer engagement
The social web has rapidly become the preferred channel to engage with customers. As a result, it has become a top priority for many organizations looking to strengthen their customer relationship management strategy. However, to stay competitive in the delivery of products and services, organizations must provide multichannels of engagement. Today the customer owns the conversation. They ultimately decide when and how to connect. This means that organizations need to make themselves available- anywhere, and at any time. 
Tigers, giraffes and bread? Oh my!
Have you ever had a great idea or a major issue with a product but felt like sharing it with a company wouldn’t really make a difference?
Every so often, a story comes along that proves that some organizations are in fact listening to the voice of the customer.