The recent rapid capitulation of Verizon Wireless to the social networking community that rose up in opposition to a new fee for online payments explains why organizations will have no choice to embrace enterprise engagement. The customer now is truly king and can now use social media tools to rapidly transmit both their pleasure and displeasure.

Mass marketers beware: the reliance on false and misleading advertising, deliberately confusing pricing strategies, and neglectful customer service is increasingly threatened by the ability of customers to rapidly rebel en masse.

The engagement of customers highly depends upon the engagement of employees.

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• Forbes Article Identifies the Forces Driving Enterprise Engagement (enterpriseengagement.com)