Ketharaman Swaminathan Founder and CEO at GTM360 Marketing Solutions
Banks are way ahead of Fintechs in terms of revenues, profits and customer numbers. To that extent, the "catch up" in the context of this post refers solely to User Experience of websites, mobile apps and any other kinds of software used by consumers of banks and fintechs (collectively "apps"). Before I dive deeply into the cen...
08 January 2020 /retail /startups
Frequent readers of this blog and people who otherwise know me well would be aware that I'm a big fan of social media customer service. Many years ago, I wrote Customers Of The World Unite, You Have Nothing To Lose But The Call Center Hold Music to explain why I found the channel very effective for reaching out to brands. I reiterated that perspec...
08 December 2019 /retail
In Three Ways To Lie With Charts, we saw three common ways in which people lie with charts. To recap, they are: Slippery Slope Slide Floating Origin Fraud Dual Axis Deception In this post, I'll speculate on the reasons for lying with charts. The most obvious trigger for lying with charts is that, people are out to sell some product, service or p...
26 August 2019
Lying with charts is the natural progression from How To Lie With Big Data and Beware Of Committing Harakiri By Lying With Big Data. I've come across the following three ways of doing that. #1. SLIPPERY SLOPE SLIDE There are charts that gyrate up and down for no apparent reason other than that they were probably caught in a slippery slope. Here's...
15 July 2019
Since I wrote Flight Delay Insurance – Why Blockchain?, I've come across several updates that have reinforced my skeptical views around the claim of decentralization and raised new doubts about the touted advantage of resilience. UPDATE #1: Let me take the following observation in my original post: Data is distributed across multiple nodes, so the...
23 May 2019 /regulation
Direct-to-Consumer financial technology startups are new age companies that sell bank accounts, loans and other financial products directly to end users. In this post, we'll use the term “Fintechs” to refer to these D2C firms and "Fintech" to refer to the industry as a whole. They're different from “Fincumbents” - those comprise of tradi...
26 April 2019 /regulation
There are many business relationships where trust is one-sided. In the contract between two parties A and B, A needs to trust B but B does not need not trust A. Let me give a few examples of such relationships: #1. METERING Mobile phone subscriber consumes data. The consumption is measured by the Mobile Network Operator (MNO). If the consumption ex...
01 April 2019
Like me, you may have come across people who appear obsessed with security but happily book cabs, order food, and even make payments on their mobile phones without entering a single password / PIN. This is not as contradictory as it seems if you look at the end-to-end customer journey. It just means that people value security when they're in the ...
13 March 2019 /payments
Let’s take the following two statements: Indians are obsessed over security Indians make payments without entering any password. Each of these statements is a fact. But, taken together, they appear contradictory and portray Indian consumers as fickle (or worse). Not true. In this blog post, I’ll use the principles of Customer Journey Mapping to e...
15 February 2019 /payments
A banker quit his job and started a new company. He applied for a debit card for his company’s bank account. Ram, as we'll call the ex-banker, completed the required forms, submitted his company's board resolution for the debit card and handed over copies of his company's incorporation certificate, articles of association, and all the other docume...
28 January 2019 /security /regulation
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