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Sivaraman Swaminathan

It's true that we "virtualize" customers! I think it should mandatory for people to spend X hours with customers. Unilever in India has this principle where you can't participate in a discussion about customers if you haven't spent the minimum time as agreed during the start of the year . Every employee or partner is given a card and they have to carry that card to that meeting. I think this is a lovely way of reminding everybody the need to meet customers regularly.


I heartily agree that some businesses have become alienated from their customers, and that is a fatal mistake in my book. It's essential to know who they are, what they want, and how they are responding to your products and your marketing techniques.

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