What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down:

1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation.

2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power.

3. Thrive. Learn from interactions, and build a stronger and more profitable organization through better products, services and processes.