Ten Commandments - Google's philosophy kind of explains why they continue to innovate for their customers everyday. The one on focussing on the customer where they believe their growth comes from not a TV campaign but from satisfied users and their word-of-mouth is a telling point for many brands. Thinking "Hybrid Marketing" is the future for companies and Google's other philosophy on "you don't need to be on your desk for an answer" is quite thought provoking. Today, customers want to reach a company from a variety of touchpoints and devices. It can redefine customer service approach for a company. Here's an example. My Nokia phone display went down today. I went to the retailer from whom I bought the phone and he told me to go to the Nokia service centre. It's a Sunday today and my phone is not up yet since morning. Still might take a couple of more hours or a day before it can be up. Not acceptable to me given the fact that we are expected to be available 24x7. Nokia's customer service needs redefintion and radical new approach.