Customer loyalty as a term has often been bandied around, strung together with numbers, tightly wrapped up in excel sheets. Analyst debate, segment, typify and label. Planners come up with deep insights after much thinking and trying to look out of windowless offices. And some profound statements in a pitch later, one realises that this indeed is true.One such statement about a customer'...

Buying a car is an exciting proposition. A bit daunting... but exciting nevertheless.Most car buying habits have been well documented especially in the Indian scenario. You normally move from a two wheeler to a hatchback, hatchback to a mid-class sedan, then to a luxury sedan and so on. SUVs, XUVs and now even LUVs fall somewhere along that line based on needs, occupation, and finally th...

Phrases like 'Consumerisation', 'Rising Economy", "Buyers' Market', "Customer Service' and 'Competitive Space' get thrown around in dark teakwood boardrooms and hushed corporate corridors.MBAs from august institutions bring these back with strong traces of international accents bandying them around hoping to impress those who have even stronger traces of international accents.Consult...