Blog by S.Swaminathan

Jim Berkowitz writes:

The use of independent contractors to handle customer-service calls from their homes is soaring as companies look to cut costs -- and more employees seek jobs that allow them to work remotely.

As the price of gasoline climbs, mounting commuting costs are expected to help fuel th...

New technologies are changing the ways consumers are collaborating with each other. It is leading to new forms of content creation, never before ways of sharing information amongst themselves, new forms of productivity tools and innovative platforms for building customer communities.  It is lea...

General Motors has involved customers in the marketing of its Chevy Tahoe brand.

Chevy has teamed with The Apprentice and launched a consumer-generated advertising contest for the 2007 Chevy Tahoe, heavily featured in the episode. Rather than asking people to simply submit hack videos, Chevy has set ...

According to new Wharton research, bad word-of-mouth communication should be a big cause of concern to retailers.

Results of The Retail Customer Dissatisfaction Study 2006 -- conducted by The Jay H. Baker Retailing Initiative at Wharton and The Verde Group, a Toronto consulting firm, in the weeks bef...

Economisthas an interesting articleThe rise of the creative consumerwhere it highlights  how smart companies are taking advantage of their customer's creativity in developing and designing products. 

Here's an example of  how BMW did it.

BMW's efforts to harness the creativity of its c...

Managing customer experience is increasingly becoming an important aspect of long-term brand building & customer loyalty. Of course, advertising, marketing and better customer experience have to co-exist.  But, bad customer experience can send all marketing investments into the dustbin. Plu...

The annual global Customer Experience Management 2005 study, conducted by the Strativity Group, finds 54 percent of senior executives claim they do not deserve consumers' loyalty.

According to the study, 67 percent of executives do not meet often with customers and only 33 percent say they have the t...

The Chicago-based upscale grocery chain Potash Bros. Markets has become the first MobileLime merchant in Chicago to offer its customers savings and rewards through their mobile phones.

The deployment of the MobileLime system at Potash Bros. apparently marks the beginning of MobileLime's national exp...

Great customer management is about building a culture of commitment, learning, passion and an unsatiable need to collaborate. Here are some laws that all of us should practice, if we want to build a focussed customer-centric organization. These  laws are from a book called Lifetime Growth.

Alwa...

Specific leadership actions occur in companies that have taken the commitment past lip service. Understanding customer issues and what drives customer loyalty becomes the stuff of everyday conversations—not just when one soul has been lucky enough to get it on the CEO's staff meeting agenda!

Answer t...