Blog by S.Swaminathan

Read this lovely post from Peppers & Rogers:

"Value is created when an employee interacts with a customer," said Dr. John Fleming, chief scientist for customer engagement at Gallup. "A good company will measure and manage that encounter."

Fleming spoke about a concept called H...

When telemarketers called your telephone no. to sell products based on your profile and information that they had, it was seen as unsolicited calls, you got annoyed. Then, DNC(Do not call lists) were started to protect your privacy .  Email lists then had unsubscribe lists to protect you from s...

Colin writes:

Forrester says customer advocacy remains the best predictor of future purchase intent among financial services consumers. 

Five skills for making financial services more responsive:

#1 :Customer-Centric DNA — Maintaining An Enterprisewide Focus On Customers

# 2: Solution Management —...

USA Today writes:

"It would be a disservice to tell people to load up their wallets," says Mallory Duncan, NRF's general counsel and senior vice president. "People should balance their entire card portfolio carefully. Only take cards with genuine value to you as a customer."

What ...

Walter Carl writes about Net Promoter Score, the new metric that will become the industry standard for your brand.

What's net promoter score?

NPS is the likelihood that a person will recommend an organization, brand, product or service to a friend or colleague. The NPS score is calculated by subtracti...

I love Lulu TV for their approach to business. This is truly Media 2.0 and business 2.0 coming to life.  It marks the beginning of a new kind of partnership between professionals, citizens and media. Marketers need to find a new role for themselves in this model. To me it looks more disruptive ...

Coke has just released the happiness factory commercial. Take a look.

I think the execution and production quality is just brilliant. It's got a lovely feel and a nice touch to it. I was extremely impressed by the idea/concept but it did leave me with some questions. I am not so sure, if it is engagi...

When I started learning  the first principles of marketing at my  B-School, I was fascinated by an extremely insightful & thought provoking article called "Marketing Myopia". It gave me a new perspective about how companies should look at their business and what myopic market...

I have always believed that software and technology can take an organization only so much closer to customer centricity. The real difference will start kicking-in  when you have a focussed people orientation to change attitude and behaviour. 

Amongst many areas of change management, one ar...