I bring to you an excerpt of an interview available from BNET.com. It is an interesting article that is somehow counter-intuitive to me, but makes really good sense. For those who are in the online business of reaching consumers, enjoy! _________________________________________________________ Plenty of marketers pull mountains of data from the Web, such as search habits…
Category: Marketing and Customer Service
Empowering the Frontline Managers
Empowerment, a word that remains so distant from the realities of many companies in Singapore. Before we jump to the conclusion that it’s the fault of management, this is really a systemic problem that is related to the overall maturity of the society and the supply/demand of skilled labor in the economy. Nevertheless, much can…
What Services Customers Really Want
Asked what dimensions of customer service they would most like to see companies measure, the highest number of U.S. consumers surveyed — 65% — said “knowledgeable employees,” which most defined as able to “answer my questions without putting me on hold, searching for someone, or transferring me.” 62% said “treats me like a valued customer”…
Changing Nature of Consumer Decisions
Consumer-driven marketing is increasingly important as customers seize control of the process and actively “pull” information helpful to them. McKinsey research found that during the phase when consumers are considering a purchase, 2/3 of the touch points (that is, moments when customers learned more about a product) were actually driven by the consumer rather than…
Rich, Young, and Chinese
China’s rapidly growing wealthy class — its 1.6 million households could grow to 4.4 million by 2015 — differs not only from less affluent Chinese consumers, but also from other wealthy customers around the world. For one thing, they’re younger: 80% are under 45, compared to 30% in the United States and 19% in Japan….
Everyone A Leader 