Blog by S.Swaminathan

MSN has launched demographic search which looks quite interesting to me. In online advertising, the demographics of the user is always in question as there is a lot of 'junk' registered data. Even though this is based on an index file of MSN search users, it can serve as a useful predictor of the ki...

Business Week has a great article on how customers can be involved and enagaged in every business, if only companies have the intent.

Passionate customers can transform your company. Here's how to make them your secret weapon:

Each week, Greg Selkoe, founder of streetwear retailer Karmaloop, and a ha...

On-demand customers are changing the way companies are transforming the workplace. Business Week has an interesting article on how Best Buy is responding to this challenge:

The nation's leading electronics retailer has embarked on a radical--if risky--experiment to transform a culture once known for ...

It's the inside story that holds some lessons... that insidious thing called culture.  We've blogged quite a bit about the myths and realities of culture.  It is one of the least understood aspects of companies... and also one of the most abused by management. As Bill put it many months ag...

If you want to build a truly customer-centric company, there is a thing or two to learn from Toyota. Kevin Meyer writes about Toyota's philsophy of ' A presumption of imperfection':

Although their sales, profits, and market share are increasing at the same time GM and the rest of the big three are in...

I often wonder how to get my organization aligned to customers and get all employees to have shared goals. I realize that it is far easier said than done. Getting an alignment across the entire organization is what I have to come believe is the key difference between the best customer-centric compan...

Robert Passikoff  has predicted seven brand and marketing trends in 2007:

1) An ongoing emphasis on “engagement.”

2) More reliance on consumer-generated content.

3) More, more branded entertainment.

4) Media planning will become more “touch point” focused.

5) Using technology and engagement to bett...

Consumers get bored and cynical when brands try to "sell" to them very overtly. When brands talk too much about themselves and how 'life-changing' their benefits, consumers don't really believe in the claims. They develop a wait and watch attitude. Hence, brands and marketers need to think...

I often see people in a state of intertia and inaction because they are afraid to make mistakes. They don't want to look stupid and ignorant. I don't see anything wrong if one makes a mistake. Organizations suffer from poor customer interactions because of such people. They neither take action nor l...