Do your customers want to contact you via Twitter, but you only offer a call center? What level of digital listening are you doing and how much have you tried to influence the digital chatter around your brand? The pace of technology change has completely upended the relationships that companies have with their customers. User expectations and the way that they interact with your company are changing and multiplying. For brands to strengthen customer loyalty, they need to be able to engage customers on their own terms – in product delivery, customer care and marketing.