Today it was announced that Google bought Motorola Mobility, and it was recently announced that Google+ added it’s first 16 games to go head to head with Facebook. But this is not about all things Google. It’s about gaming, search, display, email, mobile, social – yup it’s becoming quite a mish-mash – yes we are having a blast! It can be head spinning and exhilarating . For some though, it is mind boggling and frightening. And no one, no one has it all 100% figured out. It is organic, evolving but what is clear is that digital is rapidly becoming a mish-mash of intersecting channels, escalating opportunities and new challenges.

The industry is quickly becoming not about one digital channel, strategy, tactic or another. We refer to integration although a newer term folks are tossing around is “unbound” but that refers more to the intersecting “unbound” development of digital channels – that must be understood in order to effectively “integrate”. Integration is actively imposed to magnify the impact of the evolving connections – sometimes more effectively then others. We see it, practice it, strategize, brainstorm and execute on it everyday – in the programs we run for clients, in our discussions at trade shows – Read any of the trade news. SEW (search engine watch) reports on mobile, social – almost anything digital and the same for almost any professional organization or publication in our industry. While they may still skew in one direction on another – there is significant spillover – because it is spilling over. Meaning to excel to even be competent in the digital marketing industry you have to have some insight and knowledge about how it all impacts and connects.

Yet oftentimes, the practices of media, social, search, mobile are still silo-ed. Opportunities are missed. “Experts” in certain practice areas must extend their vision and expertise beyond their practice scope to be most effective.  Yes, darn it – it isn’t easy. But it’s been coming for awhile – now here it is – we’re mishing and mashing – having a smashin’ good time.

I don’t know about you but I will frequent a store more, buy more of a company’s product and even be more inclined to hire an outside service provider if they provide great customer service. That means they are responsive, they work hard to meet our needs, they care about our business – And this is not just about “feel good” soft metrics. Bad customer service translates into frustration and wasted time – in business if a service contractor provides bad service it contributes to deterioration of quality and adds to the “cost” of using said provider.

In the reverse – great customer service can lead to increased customer loyalty, increased revenue and other positive business contributors. We all read how successful companies are touted, where there success is tracked to their focus on the customer and superior customer service. So while you are all nodding your heads in agreement  – why are we then so surprised when we get it!

Why is it that we are more often then not dissappointed in the service levels we get?

We come to our business partners or goods/service providers with certain expectations. Some of these expectations are set by the company’s reputation – as a consumer, think Nordstrom or Zappos. They set the expectation and they deliver. With others we come with our own expectations. In the B2B marketplace, service is less of a touted “brand” attribute yet something that we value on a regular basis. Why do companies sometimes fail to meet our expectations?  Here’s a number of possible reasons: 1. We do not clearly outline our expectations and give them the insight they need to meet or exceed them. 2. They do not recognize the value of good customer service and see it as a cost center. 3. They are not empowered.

In this challenging economy, with a myriad of choices for less dollars, customer service can still make a difference in purchasing decisions and impact a positive long term outcome. So call, Tweet, IM or email that customer right back…put your customers first, show them they matter…in business as in our personal lives – it matters.

John Bell Wins Webby!

Producing award-winning client work just isn’t enough for John Bell.  He and his twin brother, Dan, just happen to find time to create award-winning games. The Brothers’ Bell game “Record Tripping,” won the top spot in the Games category of the Webby Awards, which included big guns like Zynga’s “Farmville,” Semi Secret Software’s “Canabait” and Amanita Design’s “Machinarium!”

This win is hot on the heels of the recent IAC Award win for NetPlus Marketing in the Best Retail Rich Media Online category for Smart Select/Ready Wrench Rich Media Banner campaign for Black & Decker.  Black & Decker also saw John’s great game-developing talent (and web design talent too…) when he worked with the team to develop “The DustBuster Derby” as part of the 100^th anniversary Web site.

Check it out   -  Let us know what you think! Record Tripping!