Book Review : Customer Mania

Book Title : Customer Mania

Authors : Ken Blanchard,Jim Ballard & Fred Finch

Publishers : Harper Collins

Price : Rs 195

Book Review #9

Customer Mania is a small but a highly insightful book. I am a big fan of Ken Blanchard and his inspirational One Minute Manager Series. And this time too, he does not fail to inspire.

The book is the authors' account of Yum Restaurant's customer service strategies. Using the story of Yum! Ken Blanchard tries to hammer in some of the critical customer service principles.

I feel little wary about books focusing on a particular company because we cannot predict what will happen to this company in future. There are best selling books that glorified Enron when everything was hunky dory. So I was little skeptical when I started reading this book.

Gladly the message of the book transcended the example. Ken's insights were powerful enough that makes the ' one company ' focus irrelevant.

Customer Mania gives the readers four key principles that will help to build a customer-focused company. The authors firs illustrate the principle and then uses Yum! to give a practical insight. The four principle that this book put forth is as follows

Step one : Set your sights on the right target.

The principle asks the managers to identify the right set of consumers and then focus on the right way to pamper him

Step Two : Treat your customers the right way .

Here the authors stresses on strategies to create Raving Fans rather than ordinary consumers

Step Three : Treat your people the right way .

In a service business, employees are the key to providing world class customer service. The authors give some very important insights into recruiting and retaining the right kind of people.

Step Four : Have the right kind of leadership

I always believed that customer service initiatives will fail without the right kind of leadership. Infact customer service starts from the top.

Customer Mania is a very simple book but yet packed with powerful messages.

A must read for any marketer

Book Review : Outliers

Book : Outliers
Author : Malcolm Gladwell
Publisher : Allen Lane ( Penguin Books)


Price : Rs 399


Book review # 8

I bought this book with lot of expectations . I was thoroughly impressed by Malcolm Gladwell's previous books - The Tipping Point and The Blink.
The main motivation for me to buy this book was the " tagline" of the book. Gladwell marketed this book as one which will explain the story of success and honestly I fell for it.

I am disappointed .
Unlike the earlier creations, Outliers is nothing to write about. It is an ordinary and often a very boring read, except for the first two chapters. I found the book boring may be because I expected too much out of it. I knew that it was not a self- help book that will give you a step by step approach to success but I expected a hell lot of insights into those beautiful minds that created successes.

The author defines Outliers as those who have achieved extraordinary success in their lives.

As a reader, my only take-away from this book is his 10,000 hours rule. It is a remarkable insight and may be that single insight makes the money spent on this book worthwhile.
The ten thousand hour rule is simple
If you want to be a genius in a chosen field , you have to put in 10,000 hours of practice/study.

That is it...

This is not a new insight . We all knew that hardwork is essential and hardwork = success equation has become a cliche. But nobody has put a quantitative benchmark to the amount of hardwork needed to become a success.
Malcolm Gladwell did a great service by putting a magical number to hardwork. I thank him for that. Now I can tell my daughter and students about the quantum of work they have to put in to become a genius.

To my surprise, after giving away a powerful insight, Gladwell tried to undo and negate this 10,000 rule in the rest of the chapters. By quoting outdated examples , Gladwell tried to establish that external circumstances play the major role in shaping outliers. So effectively he says that even if you put in 10,000 hours of study , you may not become an outlier ????????

Then he goes on proving his contradictions with examples from history and most of the examples were alien to me.

But in the marketing point of view, this book was marketed well. There will be lot of readers like me who may have bought this book thinking that Gladwell will reveal the secret key to success....
and the message given to us by the author was :

fool... try working hard.. nobody has become successful by reading a book...

Book Review : Tribes

Book : Tribes
Author : Seth Godin
Publisher : Hachette India

Price : Rs 375


Book Review #7

Tribes is one of the best books I have read in recent times. This book from the marketing guru Seth Godin is inspiring and insightful. It is a book with contains simple truths of leadership in the current era.

Tribes, as the term denotes, is a book on leadership. In the first page itself, the author cites the example of an ordinary person like Joel Spolsky who created a tribe of its own through the careful use of blogs , books and conferences.

Seth Godin defines Tribes as a group of people connected to one another, connected to a leader, connected to an idea. He argues that in this era , any one can create and lead a tribe. The penetration and popularity of internet has opened a unique opportunity for anyone to create and lead .

The book is also refreshingly different. The book does not have chapters. It is a collection of insights and anecdotes that will stir you to think about this opportunity.
According to Seth, the concept of leadership has changed . While the traditional leadership concept is built around power, the new age leadership is built around idea and passion and ability to tell stories that inspire. The election of Obama as the President of United States is the classic case that shows the power of ideas and passion.

Seth also wisely identifies the powerful inhibition that pulls back ordinary people like me and you from becoming leaders. It is FEAR. He paraphrases Peter's Principle as " In every organization, everyone rises to the level at which they become paralyzed by fear.. How True...

Internet has made boundaries irrelevant. If you are connected, then world will become your playground . With social networks like Youtube , Facebook , Twitter etc, it has become easy for us to spread our thoughts and become a leader.

But creating and leading a tribe is not an easy task. The leader should be able to clearly and passionately advocate his ideas . The leader should be able to devote his time in nurturing and monitoring the Tribe.
Towards the end of the book , the author tells that building and leading a tribe is more of an obligation rather than an opportunity. He says " To have all these advantages , all this momentum, all these opportunities and then settle for mediocre and then defend the status quo and then worry about corporate politics - What a waste"
He then says
' I think we have an obligation to change the rules, to raise the bar, to play a different game , and to play it better than anyone has any right to believe is possible".

Tribes is a must read for all of us . It is simple and tells you the obvious. But often ,most of us fail to see the obvious. That is the tragedy.

Book Review : The Last Lecture

Book : The Last Lecture
Author : Dr Randy Pausch with Jeoffrey Zaslow
Publisher : Hachette India
Price : Rs 295


Book Review #6

I happened to come across the name Randy Paush accidentally . I happened to read the Time magazine featuring an inspirational lecture of a Carnegie Mellon University professor who was detected with a terminal cancer.

That hooked me and a Google search on Randy Pausch landed me on the lecture and the book.

The story of Randy was somewhat like a Bollywood movie. A high flying computer science professor at a very young age detected with cancer and then becoming a celebrity with one speech.

Carnegie Mellon University has a lecture series where it ask eminent academicians to make a lecture assuming that it will be their last lecture. The series was aptly named as Last Lecture.
When Dr Randy was approached by the university, he was already diagnosed with pancreatic cancer . So it was destined to be his last lecture.

Like the true American spirit , Randy talked about hope rather than death . The lecture which was uploaded in Youtube spread like a wildfire inspiring millions.
The lecture lasts around 1 hour 45 minutes and time will run fast once you get hooked on the message

Watch the video here : Last Lecture

Randy titled the lecture as " Really Achieving your childhood dreams " talked about achieving what you always wanted.
The phenomenal acceptance of the lecture across the world prompted the publishers to persuade Randy to write a book. The book was written by Jeoffry Zaslow and Randy. Everyday the professor will ride the bike in his neighbourhood and he spoke to Zaslow through his cellphone headset. Thus after 53 bike rides , the book was born.

Ofcourse the book became a best seller owing to the basic life funda that the professor was talking about.

This book was one of the few books I finished reading at a stretch. I felt a change in my self after reading through.
The book is divided into two parts . The first part details the actual lecture he delivered at the Carnegie Mellon. The chapters gives you more insights and background about how he achieved his childhood dreams. The second part gives the Professor's view about ' how to live ' .

What struck me in this book is the following phrase " Time is all you have and you may find that one day that you have less time than you think".

Yes we all know that! . We know that one day we will die so what ? We Indians have a typical way of dismissing the very notion of death.

But there is a big difference between information and realization. When you read this book , if you are lucky ,this truth will be revealed to you.

Another lesson that struck me was about obstacles. Dr Randy likens obstacles to a brickwall. Brickwalls are there for a reason. They give us a chance to show how badly we want something. Only those who want it so badly can scale that brickwall.

He also talks about the basics of better living like
Aiming high
Showing gratitude
Being childlike
Never giving up etc

Although these lessons have been much talked about in different books, I felt that these lessons carry more authenticity coming from a man who knew that his days are numbered.

Last Lecture is a book I recommend because ,more than inspiring, it will bring you back into reality and the present.

Dr Randy Pausch gave the Last Lecture on September 18 , 2007. Although at that time doctors gave him 3-6 months of life, the professor is still alive fighting the disease.

Book Review : Kellogg on Branding

Book : Kellogg on Branding
Editors : Alice M Tybout & Tim Calkins
Publisher : Wiley India

Price : Rs 399 ( paperback)

Book Review # 5

If you are interested in brands, this is a book that you should not miss. Kellogg on Branding is the first book on branding from the faculty of Kellogg School. One should not forget that the legendary Philip Kotler teaches in that University. The book comes with a foreword by Professor Kotler.
Kellogg on Branding is a collection of 20 articles written by Kellogg's Professors as well as practicing managers. But the editors have made sure that these articles is in line with a common theme.

The entire book is divided into four sections.

The first section titled : Key Branding Concepts talks about the basic nature of the brand, the concept of positioning , meaning and design of brands. For uninitiated, these chapters give a thorough insight into basic branding concepts.

The second section is on strategies for building and leveraging brands. This section covers the areas of brand strategies to combat competition, portfolio strategy and brand extension.

The third section titled : From strategy to implementation dwells on the concepts of implementing brand building strategies. This section is a highly relevant section since it talks about the challenges and methods to branding in diverse domains like Technology markets, business markets and branding services. This section also deals with the relevance of building a brand-driven organization ( internal branding) .

Fourth section is titled : Branding insights from senior managers. This unique section gives seven terrific case studies ranging from Building megabrands to naming a brand.

Kellogg on Branding is a book that will give the readers lot of branding insights. While Kevin Lane Keller's Strategic Brand Management is known for its exhaustiveness and Kapferer's book is known for its theoretical strengths, Kellogg on Branding can be considered as a capsule of branding insights. For a busy executive, this book will be of utmost help since it is easy to read and also since chapters are disjoint, one can read selectively also. There is also an issue with these disjoint articles since there is overlap of concepts . One concept is explained using different jargons by different authors and this can be a little confusing.

What I like most about this book is the thrust it has given on branding within an organization . Not only the authors explained the importance, they have also prescribed methods or guidelines for building internal brand equity.The chapter on Branding in Technology domain deserves special mention since it gives lot of new insights . The final chapters give a practitioners insights into brand building across various domains. Chapter 18 - Branding and Organizational culture is written by Gary A Mecklenburg , CEO and President , Northwest Memorial Healthcare is a memorable read of building a brand - centered organization. Chapter 11 by Mohanbir Sawhney gives a concept of " Vectors of Differentiation " which has terrific application across industries.

Kellogg on Branding is a useful book for the brand managers since it relates the branding concepts to practice . The book should be an essential read for marketing students since it gives a systematic framework for understanding the brand building process.

Book Review : Know- How

Title : Know -How
The eight skills that separate people who perform and those who don't.

Author : Ram Charan

Publisher : Random House
Book review # 4

Know-How is a must read for all business students and professionals. After reading this book , I must admit that I became a fan of the author Ram Charan. Ram Charan is known for making complex business concepts simple and this book is a classic example of that skill.

Know-How is what separates leaders who perform from those who doesn't, the author says. He defines this quality as follows

" Know- How is about what you must both do and be to lead your business in what is shaping up to be the most challenging business environment in decades." ( page 2)
He also cites certain personal traits that is an absolute must in developing and deploying Know-How. They are
Ambition, Drive and Tenacity, Self Confidence, Psychological Openness, Realism and Appetite for learning. ( P.17)
The author then spends the rest of the book explaining the eight know-hows that will guide the leader to greatness. The eight Know-Hows are listed below:

1. Positioning and Repositioning : This refers to finding a central idea for business that meets customer demands and that makes money. This was one of my favorite chapters where Ram Charan emphasis indirectly that Marketing is a strategic function. He cites innumerable examples to stress the fact that a customer focus is important when trying to position /reposition your business. He uses the simple example to cite the importance of customers " If the dog does not eat the dog food , You will lose money ".
   
2. Pinpointing external change : Detecting patterns in a complex world to put the business on the offensive.The author warns the corporate leaders to look for signs of impeding changes that can either disrupt your business or provide new opportunities.
3. Leading the social system : Getting the right people together with the right behaviors and the right information to make better , faster decisions and achieve business results. In the HR perspective, Ram Charan exhorts the leaders to understand the social system in an organisation .
   
4. Judging people: Calibrating people based on their actions, decisions,and behaviors and matching them to non-negotiables of the job. Do you have a right succession plan in place ? In this segment, the author gives invaluable guidelines to spot the future leaders of the business. He cites the examples of Jack Welch, Nardelli ,Jeff Immelt to substantiate the importance of getting and retaining good people.
   
5. Molding a team : Getting highly competent , high-ego leaders to coordinate seamlessly.
6. Setting goals : Determining the set of goals that balances what the business can become with what it can realistically achieve.
7. Setting laser-sharp priorities : Defining the path and aligning resources , actions and energy to accomplish the goals
8. Dealing with forces beyond the market : Anticipating and responding to societal pressures you don't control but that can affect your business.

Some of my favorite quotes from the book.

• Will the dogs eat the dog food ? p.44
  

• The key element of positioning Know-how- the mentality to dissect which new or already existing market segments would contribute to moneymaking and which would detract, and the psychological inclination to confront reality sooner rather than later. p.50
• Detecting changes in the external environment and linking them with the positioning of your business is what I call business acumen . p56
• The know-how of pinpointing and taking action on changes in the external environment is one of the most important skills you must master in your job. p58
• The greatest challenge today is finding new opportunities for profitable and sustainable growth in the complex and tough environment. To achieve and objective like this, you have to be psychologically comfortable to go beyond traditional thinking about an industry and sense what is happening on the outside, connect the dots and discover what the new opportunities are. p68
• Jeff Immelt has the capacity to take in huge amount of detail and sift , sort and select it to make sense of it. p69
• Seven questions to make a sense of world around you . P71
  
• What is happening in the world today?
• What part of my frame of reference has worked for me? What hasn't worked for me?
• What does it mean for anyone?
• What does it mean for us?
• What would have to happen?
• What do we have to do to play a role?
• What do we do next?
• Every company has a social system.Social system describe the various ways people come together to do their work. Managing social system has two parts : determine what critical decisions and trade-offs must get made and by whom, to accomplish your business goals. Then use that insight to design disciplined ,routine regularly scheduled meetings. p80
  
• The defining qualities /behaviors that companies would need for the future : Collaboration, candor, informality, accountability and realism. P 105
• Selecting leaders is not risk free but paying attention to whether the person is making the transition lets you address problems quickly. P 138
• Principles involved in molding a team of leaders
• Share numbers, reasoning and results to share a common view of the business and its context.
• Have the psychological courage to confront behaviors that harm the team's effectiveness.
• Anticipate, surface, and resolve conflicts.
• Pick the right people.
• Provide prompt feedback and coaching.
• Recognize and avoid derailers.
• Its the people who must bring the priorities to life. Therefore whenever you set new priorities, you have to ask, Do we have the right people to carry them out? P 221

Know-How is a remarkable book which is lucid and easy to understand. What differentiates this book from the rest is the innumerable examples which the author has distilled from his vast experience .

Book Review : Ten Deadly Marketing Sins

Book Title : Ten Deadly Marketing Sins, Signs and Solutions
Author : Philip Kotler

Publisher : Wiley India
Price : Rs 299
Pages : 152
Edition : 2006

Book Review Count : 3

A book that is a must read for all marketers, Ten Deadly Sins is a simple but a thought provoking book. Yet another masterpiece from th Marketing Guru Kotler. When you read through the first few pages, it will seem to be the repetition of marketing funda from his text. But as you move along, the importance of these concepts will slowly unfold.
This book authenticates what Dr.Kotler used to say " Marketing is easy to understand but difficult to practice". All the concepts explained in this book are very simple and some what obvious to even the uninitiated , but how often even the best companies fail to practice these ideas and concepts are quite surprising.
What Dr Kotler aims with this book is to provide the marketing practitioners a ready reckoner of marketing mistakes which they ought to introspect.
Prof.Kotler identifies the Ten deadly sins as :

1. Your Company is not sufficiently market focused and customer driven.
2. Your company does not fully understand its target customers.
3. Your company has not properly managed its relationships with its stakeholders.
4. Your company is not good at finding new opportunities.
5. Your company is not good in finding new opportunities.
   
6. Your company's marketing planning process is deficient.
7. Your company's product and service policies need tightening.
8. Your company's brand building and communication skills are weak.
9. Your company is not well organized to carry on effective and efficient marketing.
10. Your company has not made maximum use of technology.

These sins explained in ten chapters virtually covers all the pitfalls that a company faces in the marketing domain.
What I like most in this book is that the author tries to drive home the point that CUSTOMER focus is the Key to marketing success. Although this is an oft quoted Cliche , we know that some of the largest companies are myopic in their customer management.
If the renowned author and venture capitalist Mr Guy Kawasaki faces the issue of having to spent 68 minutes to cancel a service which he hadn't ordered, what will be the fate of an ordinary customer. Read the full transcript of Guy's experience here : Customer Service

After having explained the sins, Kotler went on to prescribe Ten Commandments to all marketers.He exhorts us to frame them on our walls

1. The company segments the market, chooses the best segments,and develops a strong position in each chosen segments.
2. The company maps its customers' needs,perceptions, preferences,and behavior and motivates its stakeholders to obsess about serving and satisfying the customers.
3. The company knows its major competitors and their strengths and weaknesses.
4. The company builds partners out of its stakeholders and generously rewards them.
5. The company develops systems for identifying opportunities, ranking them and choosing the best ones.
6. The company manages a marketing planning system that leads to insightful longterm and short term plans.
7. The company exercises strong control over its product and service mix.
8. The company builds strong brands by using the most cost-effective communication and promotion tools.
9. The company builds marketing leadership and a team spirit among its various departments.
10. The company adds technology that gives it a competitive advantage in the market place.

Here in this book, Mr. Kotler yet again proves that marketing is too important to be left with marketing people. In Chapter 4 he emphasis on how satisfied stakeholders can build marketing effectiveness. He asks the CEO's to manage he employees better so that at the end of it customers are better managed.
Ten Deadly Marketing Sins is for CEOs to sit with the colleagues and examine each of these deadly sins. Then determine which is the most serious and then find solutions for it. One of my favorite quotes is this " Marketing's work should not be so much about selling but about creating products that don't need selling". .... How True...

Verdict: Highly recommended.

Book Review : Services Marketing by Rajendra Nargundkar

Book review originally published in SCMS Journal of Indian Management April-June 2007

Title : Services Marketing:Text and Cases

Author : Mr.Rajendra Nargundkar

Edition : Second Edition

Pages : 481

Publisher : Tata McGraw-Hill Publishing Company Limited, New Delhi.

Services Marketing has evolved to become a major stream of study across b-schools in India thanks to the boom in the sector. With analysts expecting further growth in the Banking, financial and Insurance sectors in the coming decades, the importance of this stream of study has become more visible.

In that perspective, Mr Nargundkar’s book on Services Marketing is indeed a valuable addition to the existing literature. Although there are may books dealing with Services Marketing, Mr Nargundkar’s book is refreshing and stimulating.

Services Marketing: Concepts and Cases follow the traditional 7 P as its foundation. The chapeters 2-8 focuses on explaining the 7 P’s: Product, Place, Promotion, Price, Physical Evidence,Process and People. Nargundkar follows a lucid style in presenting the concepts, which makes reading this book easy for management students. Mr. Nargundkar has followed the same style of his earlier book on Marketing Research, which is a preferred book of management students on that subject.

Services Marketing also touch upon the concepts like Strategy, CRM and its application and also some insights into retailing in the service angle. Besides the chapters on concepts, the book also offers mini cases and Perspectives, which give insights in to the application of these concepts in the practical world. The book is full of such boxed items and illustrations that too Indian examples which makes this book more attractive to the Indian audience. The chapter on Promotion has several print ads of Indian service firms, which speaks volumes about the importance of advertising campaigns in service industry. The book also has 30 cases, which offers a valuable pedagogical tool for faculty and students. The cases are a mix of conceptual and quantitative data and the author has been able to strike a balance between both types.

Although the book is refreshingly Indian, the book is only an adaptation of existing services marketing concept in the Indian context. The book is purely conceived and developed as a textbook for management students and it fulfills that promise. For a scholar on services marketing, this book may pass on as another basic textbook since the author has not tried to develop or propose any original model or concept. The book also does not provide links to any additional reading in terms of references.

Services Marketing: Text and Cases is a good basic academic textbook that is easy to read for students and pedagogically useful for academicians.

Book Review : One Land One Billion Minds

Hi,
Another addition to the Marketing Practice : a section on books. Starting with a review of " One Land One Billion Minds " published originally in SCMS Journal of Indian Management Vol iii Oct-Dec 2006

Title : ONE LAND ONE BILLION MINDS

Insights on branding in India

Author : Ramanujam Sridhar

Edition : 2006

ISBN : 81-85984-17-4

Price : Rs.850/-

Pages : 400

Publisher : Productivity and Quality Publishing Pvt.Ltd., Madras.

The book by Ramanujam Sridhar talks about his journey from the world of finance to the universe of marketing and branding. Starting a career in Banking and moving over to the world of advertising, Mr.Ramanujam is known for his advertising acumen.
The book is an autobiographical insight into the Indian marketing and Advertising. Spread in 13 chapters, the book is rich with examples and case studies that make it and interesting reading.
The book starts with a peep into the travel of the author from banking to advertising and moves over to the most important topic of Understanding Indian consumers. Moving over, the author covers the concept of brands and brand management. Then towards the end of the book, the author explains his views on the role of advertising and public relations.

The book emphasizes on the importance of brands and more importantly on the strategy that should drive the brands. He cites many prominent Indian brands that succeeded because of careful planning. While criticizing on the over use of Celebrity endorsements, the author gives certain guidelines on using Celebrity to the brand’s advantage. The author also gives an effort to give the readers an insight to the future of brands in India.

The experience of the author is shared to the readers when he deals with the Advertising part of the book. He reminds the Brand Owners about the power of advertising and how advertising build brands. The case of Advertising agency’s position in the Client –Agency relationship is dealt with in the chapter aptly titled “Is Your Ad Agency Truly Your Partner? The author says, “Truly great work happens when the agency feels electrically charged about the client and his brand.”

The topic selections, the name of the book and the profile of the author, build up lot of expectations about the book for a reader. The readers would expect a highly insightful commentary on Indian brands will little disappointed after reading the entire book. The reason is that although there are lot of examples and consumer insights, the author has been saying the obvious. For an uninitiated to the world of advertising and branding, this book will prove to be a storehouse of information. But for a management graduate of a marketing practitioner, the concepts are not new and the examples already discussed in various forums. The author often repeats lot of points again and again in various occasions sometimes gives a feeling of boredom. For example, TVS Victor and Titan feature in different chapters more than once. Although the book starts with an autobiographical note, somewhere the personal touch is lost in the book that leaves the reader craving for more of his personal experience than the oft-repeated theories.

Neat layout and impressive presentation makes this book easy to read but at the end of the book, messages fail to get imprinted in the mind.