Blog by S.Swaminathan

Craig Cochran writes in his book - Becoming a customer-focused organization:

1. Play "follow the leader": good leadership drives customer focus:"Leaders have followers," he states, "so whatever the leader focuses on is of the utmost importance."
2. Remind employees of their mis...

Paying bills on time, transferring money to a friend in the same or different country, or making a purchase at a retail store just got easier with Motorola’s (NYSE: MOT) M-Wallet Solution, announced today. Motorola’s M-Wallet features an easy-to-use mobile interface that gives the consumer quick acc...

Royal Philips Electronics announced the opening of a new facility at its Outdoor Lighting Application Center (OLAC), near Lyon, France. A full-scale city environment, this unique place is a test-bed for designers, architects and city officials to experience how light can improve the quality of urban...

Richard Edelman writes after his visit to Davos on this topic:

Who is the biggest distributor of content? It is the consumer, who does not expect to be paid for this service but wants free in kind services. We also need to enhance individuality within each community."
-- Tom Glocer, CEO, Reuters

...

CIO writes:

Every time you see significant dysfunction in the way a company or brand interacts with its customers, it is not the fault of one corporate function but two—both marketing and technology.

According to the American Customer Satisfaction Index (ACSI), this proliferation of service channels h...

"If you aren't there, just forget us" - This is what the consumers are telling CPG(Consumer Packaged Goods) marketers. Hence, marketers have been forced to shift gears and own a share of relationship with customers online.

DM News reports(via Marketing Vox):

Consumers are leading CPG manufa...

I think customer conversations  or chatter or buzz will increasingly have a great impact on brand preference, brand awareness and marketshare. I did a trend analysis of some Indian brands in different categories - Retail, Telecom, Technology, Banks etc. You can do it here for the following bran...

Media Post writes:

Wachovia Wealth Management & Pace Communications are launching a new, high-end custom magazine that will be distributed to 50,000 Wachovia clients and prospects responsible for administrating $130 billion in assets.

The magazine is the latest example of a marketer hiring a cust...

Guy Kawasaki writes:

1. Create something worth building a community around
2. Identify and recruit your thunderlizards—immediately!
3. Assign one person the task of building a community
4. Give people something concrete to chew on
5. Create an open system
6. Welcome criticism
7. Publicize the existence of the community
8. Foster d...

Ad Age writes:

..today the most important communication is not the marketing monologue but the dialogue that takes place among customers.

Amazon's per-customer sales
It’s also a major reason for Amazon’s success in growing sales per customer: Who hasn’t made an Amazon purchase based on another customer...