Delivering quality experiences to customers has never been more important. This article suggests that customer experience management, CEM, is a critical source of competitive advantage and introduces three keys to successfully turning your organisation into an experience-focused company. To successfully implement CEM strategy, managers must understand the concept and the right balance of CEM’s four dimensions. This requires a deeper appreciation of your customer’s physical and emotional needs. It requires a bottom line approach. Customer experience is an investment and metrics should be put in place to deliver a measure of return on marketing investment, ROMI. Finally, managers need to act like entrepreneurs to successful implement CE strategy. By using a means-driven approach, consistent with expert entrepreneurs, this article shows CEM managers how to use experiential learning and affordable loss strategies to better manipulate their marketing mix and eventually become leaders of customer experience management.

The paper articulates the role of context in leadership research by making an empirical investigation into the transformational leadership behaviour of Indian bank managers. A sample of 700 bank employees working in public and private sector banks located in northern India participated in the study. Transformational Leadership Behaviour Inventory, TLI, developed by Podsakoff, MacKenzie, Moorman & Fetter, 1990  was used for data collection. The data were checked for reliability using Cronbach alpha. The results of the study demonstrated that public sector banks provided a more favourable environmental and organisational context for the emergence of transformational leadership as compared to private sector banks.

Data Envelopment Analysis, DEA, is a linear programming based technique for measuring the relative efficiency of Decision-Making Units, DMUs. The DEA model includes multiple inputs and outputs without having a priori weights. It also does not require the functional relationship between inputs and outputs. This paper focuses on assessing efficiency of banks by taking four inputs and three outputs. The result indicates that superior insights can be obtained by employing the proposed DEA model. It highlights the importance of encouraging increased profitability efficiency of public and private sector banks under study.

The research paper empirically models consumer (primary school instructor) evaluations of benefits of E-Learning Solutions (ELS) to extract and validate the dimensions of ELS service benefits as perceived by instructors of schools in North India. The three factor model of perceived E-Learning benefits is extracted by exploratory factor analysis using SPSS version 17 and validated by confirmatory factor analysis using AMOS ver 6.0. The three factors of consumer perceived benefits were student outcomes, course content and delivery and instructor convenience. ELS service providers can differentiate their offerings and compete by enhancing the three service benefits as perceived by users of ELS in India.