Blog by S.Swaminathan

I have always felt, right employees, great talent  and impeccable processes make a big difference to a company's customer experience.  Because, we can't be there at all the places, all the time.There is no use having great ideas, great products  etc., if we don't have the right talent...

Peppers & Rogers write:

One of the dozens of financial, organizational, and personnel reports delivered to Virgin Mobile U.S. CEO Dan Schulman every week is a "customer incident report." It shows every customer complaint tracked by the company's contact center and sales force. Virgin Mo...

Some direct mailers are pushing the envelope.

Mailboxes are being filled with increasingly urgent, seemingly official messages from the government or banks. But they're not. They're from marketers who are simply trying to get a consumer's attention in the daily clutter of bills, catalogues and adver...

I had written a few days back about Google's potential ability to disrupt the advertising model and the coming of  a PPE Model by Google.

The NY Times has a nice follow-up article on the same topic. Take a look at what it has to say:

This year, Google will sell $6.1 billion in ads, nearly double...

The Guardian writes:

He said the next challenge would be to take advantage of ubiquitous wireless, super-fast internet connections. Advances in computer hardware had been a "miracle" but high-speed internet connections would accelerate the pace of change even further. Computers would become...

Here's a snapshot of Walker information's Wireless loyalty report:

• Only 41 percent of enterprise customers are truly loyal to their wireless service providers.  Truly loyal customers not only have positive attitudes toward their providers but also intend to keep buying or increase their purchase...

John Hagel writes:

Companies today realize that push approaches to marketing are less and less effective. As I have written about elsewhere, we are entering the era of reverse markets.  Ask business executives to define a market and they will likely say that it is a place where vendors can find ...

MarketingVox writes Google may try to sell TV ads, as a part of extending its advertising program.  Read more.

What does this mean to brands and customers?

The era of selling "advertising time" like 45 sec spots, 30 sec spots or sponsorships etc. will be long over. Google will offer ...

Robert Strohmeyer writes:

If you were waiting for a sign that mobile phones have reached absolute ubiquity in the modern world, here you go. Vodafone UK has begun selling handsets from vending machines. Called Quickphone kiosks, these machines will dispense three different phones ranging in price fro...

Let's face it, traditional advertising is white noise. So enabling jaded, saturated, experienced, demanding consumers to try before they buy, in innovative and above all RELEVANT ways, is gaining in popularity.

"A new breed of product placement in the real world, integrating your goods and servi...