The explosive adoption of the Internet has created a new kind of Web-savvy customer who expects a rich, efficient, personalized online user experience that’s accessible 24/7 via any online access point — Web, mobile device or social media — and that provides consistent engagement across multiple channels. In order to succeed in today’s online-centric world, you have to create positive digital customer relationships.

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Ask most people what they like about working with small marketing firms and you’ll hear answers such as “their personal approach” or “I’m not just a customer number to them” or “I get to work with the heavy hitters instead of some trainee just out of school.” Yes, those are the things they say when things are going well.

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