Not too long ago, companies rely on traditional advertisement to maintain its brand awareness and engagement. Costumer back the were just the audience, receiving and absorbing information delivered by these companies. Interaction was mainly one way. Very little conversation went on between these companies and theirs customers.

In our previous end of the year White Paper that was launched last year, at the MarkPlus Conference 2009 on Desember 11,2008, three major forces were predicted toinfluence the Indonesian economy in 2009. Studies on economic forecasts from various macro-economic experts lead us to predict a Traffic Light Landscape, illustrated in Diagram 1. These forces include the global economic recession, regional ASEAN integration and the local general election. And as expected, these three forces took place and made

Executive Summary

The increasingly competitive business landscape has created a challenge for companies looking for ways to differentiate themselves from competitors. One area of differentiation where companies have explored extensively is service quality. However, as companies compete to improve their service quality levels, many have fallen into a service quality trap in which service excellence in many industries have become generic.

Executive Summary

The increasingly competitive business landscape has created a challenge for companies looking for ways to differentiate themselves from competitors. One area of differentiation where companies have explored extensively is service quality. However, as companies compete to improve their service quality levels, many have fallen into a service quality trap in which service excellence in many industries have become generic.