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I have always found that when we talk of loyalty or CRM, immediately the discussion moves towards transactional and behavioural data of customers. It becomes a cold discussion of  "variables" and " fields" that one has captured about the customer. Then, it moves into models,...

Changing consumer lifestyle and demographics will pose new challenges to marketeers. A study by Bain & Company( quoted by TBWA & Brandnoise) - Download 2020.pdf  brings this out very well.

Key points according to me:

1. Unexpected sources of competition - Campbell's competition is not other...

It is easy to understand the importance of multi-channel consistency across everything brands do, when they interact with customers. But it is quite difficult to implement and then measure the results of "consistent customer experience".

A recent white paper in interactive marketing, on Lex...

I just got to read this article on Dell and my mind started moving in what is called as "Dell Time" , as to how information inventory will become a competitive advantage for enterprises.

Dell's information inventory helps them turn their inventory 107 times a year while HP/IBM  turn th...

We have often heard of Harley Davidson and their loyal customers club.

Here's a great example of Vespa leading the way with Vespaway. This is a customer blog and is the customer's voice of the company. Customers start writing about the brand and sharing their brand experience with the world. It puts...

Starbucks Chairman Howard Schultz talks about the importance of emotional connections.

I really loved one quote " ...we are not in the coffee business serving people but people business serving coffee..." .

I really think this clearly explains the fabric of that organization - employees who...

Just got to read an old archived article Seeing the white elephant. It sounded too familiar to customer experiences many of us have had.

It is not difficult for companies to understand this and make it work. But, I guess the challenge is "breaking down" the silos. Which then brings me to t...

Here's a good point for brands to focus on how channel partners could focus on households to act as referrals. Simply get one household and the "word-of-mouth" spreads. This also gives me ideas on how to do lead generation. Simply doing radom calling may not be as effective. But how about ...

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 bra...

Have you identified what Mass Collaboration will do to our businesses. It simply means the best minds coming together to solve a problem. It just means a new unknown entity will keep emerging next door. It simply means keeping your mind open to new ways of hiring people. It means new ways of remuner...