The economic downturn witnessed across the world has made people from various discipline with a continuous headache.
Pretty much everyone in marketing space I have spoken to in the last month of two have mentioned budget cuts for the forthcoming year without any adjustment around returns expected, and incidentally the aforementioned folks were talking about approaches to optimize the budget in an effective fashion.
The situation reminds of the old-but-still-relevant saying “need is the mother of all invention”
Barring the fundamental issues around economic downturn, a telco operator in Australia is kind of …

50 Ways to Improve Your Customer’s Experience
Three years ago I shared with readers a list of 50 ways to be more customer-focused and deliver a better experience.  I’ve decided to update the list and publish it again.  It’s a bit long so you might want to print it out and read it later.  Even better, check off those actions you and your team take on a regular basis.
Here are 50 Ways to Improve Your Customer’s Experience:
1. Open the door for your customer whenever possible.  This is especially important if …

Everyone likes to be treated with fairness. There is no change to this equation in any aspect of business as well, and Marketing has no exception. If your marketing consultant or partner or any associate is recommending any sort of unfair approach to be practiced in marketing, don’t think twice and fire ‘em at once.
After finishing some reading on the net last evening, I was chating with a gentleman who asked me to check a particular link in crm2day portal - The referred link led me to a white paper download …

I get a bit disappointed/irritated with some advertisers (particularly creative artists and copywriters) that think the whole objective of running a campaign is to fool customers and in the process, fool themselves.
I just saw a press-ad from one of the leading airlines in India that read “We removed a row of Seat to give us more space” and the creative looks like every row between every two rows have been removed. The truth actually is, removal of one seat from approximately 30 rows in Economy class. This increases a decent …

My feed reader this morning updated the link for Guy Kawasaki, as usual there was yet another interesting note from him.
If I were to reproduce the essence of the post without giving too much of importance to the Verbatim, he talks about using Disruption techniques to gain momentum or value in any endeavor. Though his post was in connection with the Venture Capitalists industry, think it’s wise to extend its reach beyond the VC horizon.
Any responder to a stimulus has some sort of idea about the stimulus (most of the time …

Here’s the trouble with marketing programs: Unlike with hard assets like buildings or machinery, you may have little to show for your investment when the money’s all spent.
Marc Lore isn’t fazed by such uncertainty. A serial Web entrepreneur and father of a two-year-old, Lore founded Diapers.com back in January 2005. Last year his Montclair, N.J.-based outfit posted sales of $11 million, says Lore, thanks to rabid interest from parents looking to buy diapers, soaps, bottles and baby formula for their little ones. (Lore expects to cross the break-even mark in …

A few days ago I read an article in one of the CRM blogs on customer service – The author has explained what role Restaurant waiters play in customer service and what can CRM consultants, solution seekers and marketing folks in general can learn from him.
Imagine you going to a restaurant, after settling in a table asking the waiter to get you some water without ice – The waiter takes the instruction and gets back to you with what you had exactly asked for, after sipping some water you place …

A few days ago, my building security guard had called and asked if he can collect a large size courier from a leading Retailer. The term ‘Large’ drove my attention and was wondering what it could possibly contain. Decided to stretch the suspense and had asked him to collect the shipment.
As per the last interaction I had with the retailer, I am expecting a upgraded loyalty card as I have crossed the limit of the current one. Also, I might be receiving a co-branded credit card from one the large …

I am sure most you would have seen the recent eServe commercial. Did you like it? Isn’t a third world commercial? Why on earth other than anyone other the current employees and possibly the aspirants of the organization excited about the name change?
Honestly, I am not able to understand what they are trying to acheive by burning so much of monies in premium Television channels. Sure, Citigroup prefix sounds pretty good but surely not something that tickle me enough to pull the train’s “emergency stop” chain.
I am not sure, the team must …

On my way back home this evening I was reading an article on Audi’s plan to enter Indian market, though they are available already in India, their presence is yet to be felt.
The article reminded me of how things were over 15 years ago on Indian roads were. Ambassador, Premier Padmini and 800 were essentially the cars on would get to see. Thanks to the early 90’s government to bring in new economy policies in early that virtually changed everything including the road.
In the last few years, world’s leading automobile …