Category Archives: customer behavior

Why I cringe when I hear the title “Product Manager”

The word “manage” makes me uncomfortable; less in the context of People, and more in the context of Products, especially Web products that are rapidly owned or discarded by users. Why put the word Manager in the title of someone whose

Why I cringe when I hear the title “Product Manager”

The word “manage” makes me uncomfortable; less in the context of People, and more in the context of Products, especially Web products that are rapidly owned or discarded by users. Why put the word Manager in the title of someone whose

Do paper coupons work better for E-commerce?

I’m curious if anyone has simultaneously experimented with both forms of coupons i.e. sent a paper coupon to a random set of customers, and sent an e-coupon of the same value to another random set of customers. Which set had a higher

Do paper coupons work better for E-commerce?

I’m curious if anyone has simultaneously experimented with both forms of coupons i.e. sent a paper coupon to a random set of customers, and sent an e-coupon of the same value to another random set of customers. Which set had a higher

habit formation, social network behavior, technology for behavior change

Habitually Yours!

Habit is the latest buzzword in Consumer Web. Habituated users have made Facebook, Twitter and recently Pinterest wildly successful. Who needs to be reminded to visit Facebook? (I know folks who are trying to break that habit!) Although virality got

habit formation, social network behavior, technology for behavior change

Habitually Yours!

Habit is the latest buzzword in Consumer Web. Habituated users have made Facebook, Twitter and recently Pinterest wildly successful. Who needs to be reminded to visit Facebook? (I know folks who are trying to break that habit!) Although virality got

The secret of marketing ‘happiness’

Of late there’s a lot of “happiness” around us. Whether in India or any other country, from Domino’s Pizza (Khushiyon ki Home Delivery) to Max New York Life Insurance (Khushiyon Ki Planning), or Coke with its global ‘Open Happiness’ campaign. Almost in

The secret of marketing ‘happiness’

Of late there’s a lot of “happiness” around us. Whether in India or any other country, from Domino’s Pizza (Khushiyon ki Home Delivery) to Max New York Life Insurance (Khushiyon Ki Planning), or Coke with its global ‘Open Happiness’ campaign. Almost in

Will the Internet grow as predicted by the Indian Media?

At the beginning of the new year, newspapers make claims that local languages are the “next big thing” on the Internet. I rarely find any real evidence in these articles –  compelling applications, or new sectors, or startups are missing

Will the Internet grow as predicted by the Indian Media?

At the beginning of the new year, newspapers make claims that local languages are the “next big thing” on the Internet. I rarely find any real evidence in these articles –  compelling applications, or new sectors, or startups are missing

pricing strategy, pricing design, customer behavior

Think outside the Price.

In an earlier post, I had mentioned that 2012 will see the “Return of Simplicity” to marketing. The recent announcement by J.C. Penney is a great example -“Penney is getting rid of the hundreds of sales it offers each year

pricing strategy, pricing design, customer behavior

Think outside the Price.

In an earlier post, I had mentioned that 2012 will see the “Return of Simplicity” to marketing. The recent announcement by J.C. Penney is a great example -“Penney is getting rid of the hundreds of sales it offers each year

Why is free shipping the only option in Indian e-commerce?

In the US, shipping fees are used creatively by merchants to build customer loyalty and segment customers based on urgency and total spend. There are numerous examples – Free shipping above $25, Next day delivery if you order within the

Why is free shipping the only option in Indian e-commerce?

In the US, shipping fees are used creatively by merchants to build customer loyalty and segment customers based on urgency and total spend. There are numerous examples – Free shipping above $25, Next day delivery if you order within the

What will Marketing in 2012 look like?

Most predictions claim that Marketing in 2012 will be centered around the growing importance of social influence, personalized messages, measurable metrics, and video. I don’t deny that these trends will grow further, but here’s my list for 2012: 1. Embrace

What will Marketing in 2012 look like?

Most predictions claim that Marketing in 2012 will be centered around the growing importance of social influence, personalized messages, measurable metrics, and video. I don’t deny that these trends will grow further, but here’s my list for 2012: 1. Embrace

Does your pricing strategy suffer from logical thinking?

Have you looked at a pricing plan and wondered what the hell is going on? A. $50 – Internet Only Subscription B. $100 – Print Only Subscription C. $100 – Internet and Print Subscription When pricing products I had often

Does your pricing strategy suffer from logical thinking?

Have you looked at a pricing plan and wondered what the hell is going on? A. $50 – Internet Only Subscription B. $100 – Print Only Subscription C. $100 – Internet and Print Subscription When pricing products I had often

At work, get your calories by feeding on Customer Delight.

It has taken me a while, and several mistakes, to fully imbibe and crystallize the difference between ‘junk’ work and ‘real’ work. I guess I needed to get away from the noise and work on a small project with someone

At work, get your calories by feeding on Customer Delight.

It has taken me a while, and several mistakes, to fully imbibe and crystallize the difference between ‘junk’ work and ‘real’ work. I guess I needed to get away from the noise and work on a small project with someone

My Experiments with English Tutoring Models

An experiment is a set of steps or a procedure conducted to examine the validity of a hypothesis, or to determine the efficacy of something previously untried. Hypothesis: Indians aspire to speak and learn good English. Both Indian society and Indian

My Experiments with English Tutoring Models

An experiment is a set of steps or a procedure conducted to examine the validity of a hypothesis, or to determine the efficacy of something previously untried. Hypothesis: Indians aspire to speak and learn good English. Both Indian society and Indian

social behavior change, last mile problems

For the last mile, be prepared to run a different race!

Even the most complex ideas can be made simple and relevant with the help of a story or an example. This is illustrated beautifully by Sendhil Mullainathan, a behavioral economist whose TED talk describes social problems that remain unsolved because

Featured / 6 comments
social behavior change, last mile problems

For the last mile, be prepared to run a different race!

Even the most complex ideas can be made simple and relevant with the help of a story or an example. This is illustrated beautifully by Sendhil Mullainathan, a behavioral economist whose TED talk describes social problems that remain unsolved because

Featured / 6 comments

Banking gone horribly wrong. A case in point: Kotak Bank.

My recent experience with Kotak Bank has shaken my faith in the “Relationship Manager” interface to banking that is practiced by private banks in India. It has also shaken my faith in the jury that voted Kotak the “best private

Banking gone horribly wrong. A case in point: Kotak Bank.

My recent experience with Kotak Bank has shaken my faith in the “Relationship Manager” interface to banking that is practiced by private banks in India. It has also shaken my faith in the jury that voted Kotak the “best private