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All Blog Posts Tagged 'Relationship' (7)

Marketers need new models..customer behaviour is changing!

For Marketer’s any change in customer behaviour is a “gold mine”. Marketing to customer’s whose behaviour is changing is far more rewarding than marketing to “static” customers! But sometimes there is "too much change" and in today's market that is exactly what is happening. Marketer's need ,what we at Cequity, call a Modelling factory approach-How to build models at speed!



Gallup chief economist Dennis Jacobe concurs that "a fundamental change is taking place" in the behavior of… Continue

Added by Chandan Pathak on October 16, 2009 at 7:18am — No Comments

Creating "wow" at the Retail front end?

The interesting thing in Retail is that eventually ,competitive advantage in location,merchandize assortments & price can be replicated by competition ,but Customer experience can be a unique diffrentiator. The difficult thing about this is that Retail brands have so many touch points with customers and how do you make each of these interactions “memorable”.



Many organizations,especially in growth markets & industries are already dangerously “out of synch” from their… Continue

Added by Chandan Pathak on October 16, 2009 at 7:11am — No Comments

Superior Customer experience : "Organization instinct or Process"?

"For those organizations that have formally adopted a process-centric approach to business, the process is often formally defined, measured, monitored, and continually optimized. This level of discipline is critical to deliver a process that is high performing, predictable, efficient, effective, and error-free. In order to become more customer-centric, businesses should add the customer experience end-to-end process to their portfolio of strategically important processes. The customer… Continue

Added by Chandan Pathak on October 16, 2009 at 6:45am — No Comments

Making data talk-the Coke way!

Many businesses do not have direct interactions with their customers. Service industries like Retailers, Banks & Telecom companies have millions of customer interactions which give them the customer’s pulse! How do packaged consumer goods companies achieve the same customer intimacy?

Coke has done a fantastic job of creating a strong connection with its consumers.

Coke’s marketing team first asked themselves three questions:

1) How can we connect with consumers?

2) How… Continue

Added by Chandan Pathak on September 22, 2009 at 1:55pm — No Comments

The Wisdom of Crowds

Netflix has a computerized recommendation system which seeks to find the common threads in millions of people’s recommendations and throw up “what’s best for you”? A lot of Online commerce sites have this kind of recommendation engine at work and Amazon is another well known example.



Netflix had a unique challenge: they wanted to improve Cinematic, their “recommendation engine.” Cinematic is the bit of software embedded in the Netflix Web site that analyzes each customer’s… Continue

Added by Chandan Pathak on September 22, 2009 at 1:51pm — 1 Comment

Who controls Personalized Customer Communication?

Marketers believe that creating “personalized communication” is important to drive a relevant communication strategy. But often they do not have control over the personalization process. Often very shoddy and “very personal” communication gets sent out by local sales folk which does nothing to enhance the brand perception and even less to the effectiveness of the communication. In a bank, the billing process is possibly as “personal as it can get” but rarely would you find anything but mass… Continue

Added by Chandan Pathak on September 22, 2009 at 1:49pm — No Comments

Drowning in Data!

Companies around the world are literally drowning in data. A typical airline or retailer, for example, is collecting data from many operational systems and storing terabytes, if not petabytes, of data. But how closely do CMO’s and CIO’s actually work or are they often at cross purposes! In India and I am sure in other furiously growing markets as well, IT is so busy building the basic infrastructure to manage the business that they often ignore the strategic priorities that Marketing is trying… Continue

Added by Chandan Pathak on September 22, 2009 at 1:46pm — 2 Comments

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