ROCE : Return On Customer Experience

ROCE : Return On Customer Experience

by | Oct 15, 2013 | Business & Finance

Last month I was invited to speak at the customer service conference of a well-known MNC bank. What did a left brain valuation type like me have to do with Customer Service? I’m the closest thing to a bean counter that the marketing world can get. So what in the...
Non-profits as Valuable brands

Non-profits as Valuable brands

by | Oct 4, 2013 | Leadership & Strategy

I was meeting Reena after many years. She had been a banker in the Western Hemisphere for a couple of decades. After dinner, she revealed that she too was now in the business of Transformation – Transforming the future of the girl child through education. I was...
What would you rather lose?

What would you rather lose?

by | Aug 4, 2009 | Brand & Marketing

Ramesh Jude Thomas President & CKO, Equitor Consulting Last month two defining headlines caught my eye. The first was about the venerable State Bank of India granting a USD 400 million loan to Kingfisher Airlines (ET). The second was the insuring of Christiano...