Poor Customer Service – Dulling the Sheen on an Otherwise Lustrous Brands

10 Feb, 2010 By: Zain Raj+
These past couple of weeks, I have been dealing with customer service issues with two separate companies. While they are both very successful, very different brands, my experiences have been equally unpleasant. In my mind, as a customer, these events have essentially taken the “shine” off two otherwise “shiny” brands. Read More
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A New Approach To Innovation?

08 Dec, 2009 By: Zain Raj+
I bumped into an old friend last week at La Guardia. Found that he now heads an innovation team at a leading marketing services company. We ended up talking about some of their innovations and what other companies (he benchmarks) have been doing. I found his perspective very interesting. According… Read More
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The Smarter Approach To Marketing

23 Nov, 2009 By: Zain Raj+
Just saw a news story on Ad Age. It is titled “Will Retailers or Consumers Come Out on Top on Black Friday?” The story references how Sears, Kmart and other retailers have begun holiday sales ahead of time as shoppers start early, searching for deals. According… Read More
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Euro RSCG Discovery Awarded in DMA Challenge ‘09

20 Nov, 2009 By: Zain Raj+
I experienced a very proud moment at this year’s DMA Conference in San Diego. This moment was watching my extremely talented analytics team at Euro RSCG Discovery receive an award at the 2009 DMA Analytics Challenge. We took home second place in this year’s DMA Challenge competition. This was… Read More
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Frequency vs. Loyalty: What’s the right answer?

16 Nov, 2009 By: Zain Raj+
The issue of customer loyalty and the role of loyalty marketing continues to be a big issue being discussed in almost every company right now. With smaller budgets, smaller marketing departments and a focus on customer retention, it is no surprise that marketers are trying to figure this out. A… Read More
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Cultural Distinctions In Service

13 Oct, 2009 By: Zain Raj+
This past week I travelled to Asia. My first stop was in Singapore to help launch Euro RSCG’s retail and shopper marketing capability called Shop@Euro. Then I made my way to India to discuss how best to use data to gain a sustainable advantage in the new global economy. My… Read More
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