Blog by S.Swaminathan

Jim Stengel, P&G global CMO and past chair of ANA, suggests that marketers need to stop thinking of their customers as segments and start thinking of them as people. To do this, we need to engage with people by talking to them, listening to their needs, then acting on their needs. But act in a w...

Michael Schrage writes:

What portion of your cell phone’s myriad features do you use? Market research shows that most mobile phone owners use less than 20 percent. The innovation that matters isn’t what the innovator offers; it’s what the customer adopts. And as organizations recognize this, they’re ...

Chris Lawer writes:

We have been doing some work recently helping a client identify appropriate means to measure  emotions in the customer experience.

1. NET PROMOTER EXPERIENCE SCORES

   Used by: Intuit, American Express, Enterprise Rent-A-Car, GE Capital, Norwich Union. Net promoter scores are a too...

Customers will see them through first ( eg. not keeping-up their word, treat their request as obligation, hear a lot of excuses!!!) before the bosses know what happened! Read more

AG began his speech with a reminder that the fundamental principles of his message from his address to the ANA in 2000 remain the same today.

• The consumer is boss and is becoming more demanding and selective
• Need for big ideas and great advertising
• Push to pull marketing is accelerating
• Key consumer que...

Jeff Jarvis writes:

All the old definitions of TV are in shambles. Television need not be broadcast. It needn’t be produced by studios and networks. It no longer depends on big numbers and blockbusters. It doesn’t have to fit 30- and 60-minute moulds. It isn’t scheduled. It isn’t mass. The limits of ...

Joseph Jaffe writes about the new consumer generated content work from Nikon:

Nikon did what every major brand should be doing...it got out of its own way and let the real people that counted do the talking: their own consumers.

Here's the frame-by-frame:

• Nikon sent a bunch of their D80 cameras to a gr...

Mike Sansone of Converstations has included my blog in his list of blog rolls. 

As you can see, I am in the august company of some of the best blogs in the world.

Thanks Mike for your reference and link.

New cashless Monopoly game will be available in the UK this year, and next year in other markets.  The new game gives players a VISA branded debit card, and includes a card reader that players use to exchange money.

Is cash disappearing completely? Probably not. But cards are here to stay, and ...