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Manager@work: keeping up with your customers 
The Edge Financial Daily 8/28/2006
by Satish Shankar & James Allen
Marketing in the 21st century is all about delivering outstanding customer experiences, not psychographic segmentation. Marketers need to understand phenomena like "crossover" buying behaviour - the same shopper buys an Armani suit on Tuesday and scours for bargains at department stores at the weekend. To close the gap, companies need to put customers at the heart of the organisation. Read on to find out what it takes.
Go to The Edge Financial Daily
China's economic growth strategy an Asian paradox
Dow Jones Market Watch 8/7/2006
by Steve Ellis and Orit Gadiesh
With China's economic position on the rise, they will likely become the world's largest economy. They are currently home to 16 of the world's top 500 countries and they have taken aim to have as many as 50 by 2010. But what path will they take? By adopting a buy, build, and borrow strategy, China will leverage itself well into the future.
Go to Dow Jones Market Watch
Chinese banks risk losing wealthy customers
Reuters News 7/27/2006
by Brian Kelleher
Chinese banks need to improve their service levels, particularly for wealthier clients, to avoid losing customers to rising foreign competition, according to Bain & Company. Bain surveyed about 7,500 Chinese bank customers in eight mainland cities including Shanghai and Beijing, and found that Chinese banks' net promoter score (NPS) -- the number of customers who would promote a bank minus the number who were very unlikely to recommend them -- was 4 percent, compared with 10 percent for the United States and Germany.
Go to Reuters News
7 things firms need to know
The Straits Times 7/22/2006
by Edmund Lin and James Allen
The days of traditional marketing may be numbered. The new generation of marketing tools that address all of the three Ds - design, deliver and develop - is not coming out of consumer goods companies, but rather from technology, telecoms and financial services - industries where the leaders have a multi-dimensional view of customers. Marketing in the 21st century is all about delivering outstanding customer experiences, not psychographic segmentation.
The service industry is key to the future
JoongAng Daily 7/20/2006
by Sunny Yi and Savi Baveja
China is known for manufacturing half of the world's microwave ovens and a third of its television sets, but its economy is now shifting toward services. Indeed, recent figures reveal that 93 percent of the sharp increase in China's gross domestic product in 2004 was attributable to its growing services sector. Simply put, China's Asian suppliers will soon have to find a new source of growth. Services seem the ready answer.
Go to JoongAng Daily
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