Brand Asset Valuator

Brand Asset Valuator (BAV) is a metric applied for the measurement of brand value of an entity. BAV was developed by Young and Rubicam. BAV measures a brand under the two broad categories: Brand Vitality and Brand Stature. Brand Vitality refers to the growth potential of the brand. Brand Vitality is sub-divided into Differentiation and … Read more

Doing Good is Great for Your Brand

Altruistic behavior is common throughout the animal kingdom, particularly in species with complex social structures. For example, vampire bats regularly regurgitate blood and donate it to other members of their group who have failed to feed that night, ensuring they do not starve. In numerous bird species, a breeding pair receives help in raising its … Read more

Kano Model

A product or service feature will drift over time from a delightful innovation to a basic need. The drift is driven by customer expectations and by the level of performance from competing products. For example mobile phone batteries were originally large and bulky with only a few hours of charge. Over time we have come … Read more

How True Innovation Happens When Usability Informs Technology at Google

From think with Google, Mobile App Development: How to Create a Useful App: “Our user-centric thinking guided us even as we began developing our app, and taught us how true innovation happens when usability informs technology. This—along with a deep dive into the principles of mobile app design—helped us take the right steps to design and … Read more

Globalization, Internationalization and Localization – What does all it Mean?

I get this one on a regular basis – especially working with global organizations’ product and services design and development. Here is how it breaks down: Globalization “Globalization is a process of interaction and integration among the people, companies, and governments of different nations, a process driven by international trade and investment and aided by … Read more

The Third Wave of the Internet is all about the Experience

In the mid 1990’s there was a common believe of “build it and they will come” when it came to internet businesses. There were investments into anything that had a ‘dot com’ at the end of it because no one wanted to miss out on becoming a millionaire. After billions of dollars were invested with … Read more

Intervention Design and Iterative Prototyping

You all know my evangelism for iterative prototyping… Well, you can imagine my joy when I saw this month’s Harvard Business Review dedicated to “The Evolution of Design Thinking” and a great article by Tim Brown and Rodger Martin on “How to use design thinking to make great things actually happen.” According to the article, … Read more

Word of Mouth Strategies and Tactics

Source: Modern Comments Customer Feedback Stats From Medipost’s Let’s Rethink How Advertising Works: “As far back as 1966 the phrase “word of mouth advertising” was coined in a Harvard Business Review article by Ernest Dichter, the father of motivational research (and the “focus group”). He exhorted the ad community to move from acting as ‘a salesman who … Read more

Six Steps to Building a Customer Journey Map

Danny Peters is Customer Experience consultant at Conexperience, specializing in Customer Journey Mapping and Customer Experience Management. He posted 6 Steps to Build a Customer Journey on LinkedIn Pulse. He breaks down CJM in six steps: Step 1 – Episodes: Episodes are groups of touchpoints in the customers’ journey. An episode is like a chapter … Read more

The BCG Growth Share Matrix with Design Thinking for Today’s Economy

The BCG growth–share matrix is a chart that was created by Bruce D. Henderson for the Boston Consulting Group in 1970 to help businesses decide which markets and business units to invest in. The matrix looks at two basic factors: Relative Market Share that represent cash generation Relative Growth Rate that represents cash usage The … Read more