Blog by S.Swaminathan

Bruce Temkin writes about the recently released Customer experience rankings by Forrester:

#1 ranking inForrester’s 2007 Customer Experience Index (CxPi)…

The 2007 CxPi ranks 112 firms across 9 industries: Banks, Credit Card Providers, Health Plans, Insurance Firms, Internet Service Providers, I...

Procter & Gamble has launched a portal for pet lovers - petside.com. According to NY Times:

...Web portal that looks something like a Yahoo or AOL for pet owners, with a bit of Facebook and MySpace thrown in.The site, Petside.com, offers a full menu of information about dogs and cats, from the se...

In s+b magazine, James Gilmore and Joseph Pine II write that:

Companies in consumer and business markets now pay more and more to reach fewer and fewer households and executive decision makers.

What companies need, therefore, is a new approach to demand creation that actually enables — make that forc...

Forrester has some interesting insights on the growing importance of social value in determining customer value:

• As marketers, we find ourselves relying more and more on consumers to impact others in their purchase decisions.  Evaluating customers based only on their business or financial value ...

According to a recent survey report by Allegiance - Pulse of America Survey, there are 4 key areas banks need to engage with customers.

Helpful Service:  Customers like doing business with a bank that saves them time and money. Banks have focused on wait times, and overall, they are meeting cus...

There is a lovely little post by Valeria Maltoni where she tracks a post in Tom Peters blog on " What is customer relationship? " She writes:

The working definition they’ve come up with is:

A relationship is an ongoing conversation with a customer, in which the customer never thinks of ...

I have often wondered( when I receive mails from different folks inviting me to be a member of several social networking sites they were members of)oops, hear comes one more social network membership!  I was always left overwhelmed. Where is the time for me to become a member of one more social...

Don Shultz had done a review of the book "Profitable Marketing Communications: A Guide to Marketing Return on Investment," - A topic that's gaining attention among CEOs today. He picks-up 8 tips - 8 investor tips to marketing communications- from the book:

The eight tips are:

• Concentrate o...

Well, don't these words - Accountable & Mass media present an irony of sorts to you? 

Yes, surely this has been the way things have been happening for last 3-4 decades. Mass marketing has never been accountable. It's never been addressable 'one household at a time' too. Either, it was not p...

Continuing with my thinking on this topic, NY Times has interesting article that further reinforces this thought:

Behind the shift is a fundamental change in Nike’s view of the role of advertising. No longer are ads primarily meant to grab a person’s attention while they’re trying to do something els...