In order to be a top brand, companies need to build a Design Thinking culture that supports world-class innovation. Many organizations are focused on operational efficiency that does not have room for the design-thinking’s explorative and iterative process where mistakes must be made for innovation to occur. According to a recent article in HBR, How … Read more
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
Just as we discussed how to chart satisfaction and value, you can do the same with tailoring your customer insights to prioritize actions. Somewhat like a SWOT analysis, this charts the most important strengths and weaknesses based on your insight data findings. Important weaknesses are where you need to focus ways to improve your customer … Read more
“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 tries to get rid of merchandise,’ to the new role of ‘a friend … Read more
MillwardBrown Digital conducted a digital survey via mobile or desktop devices that included 1018 US respondents ages 18 – 69 who own or have access to a smartphone or tablet. The survey, Getting Audiences Right: Marketing to the Right Generation on the Right Screen, was conducted October 2014 and found: DEVICE USAGE VARIES BY GENERATION … Read more
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
Large organizations with multiple business units need a way to determine where to invest across all the units. The GE–McKinsey Nine-Box Matrix is a method for deciding how to share capital across multiple units by assessing each unit’s market position and profitability. This model looks at two factors: Market attractiveness and Business strength: Market Attractiveness is … Read more
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
Most of you who read this blog know that there is a tremendous Return on Investment (ROI) for delivering a great experience. But sometimes we need some data to share with others for them to understand. This data was complied by our friends at Customer Think: A study of the Value of Customer Experience among two $1 … Read more
“Attribution helps brands track their marketing and media efforts more accurately and show how they impact the overall business.” Daniel Kehrer, VP Marketing at MarketShare, posted in Forbe’s Insights The Truth About Cross-Channel Attribution In Marketing. Cross-channel attribution helps us see a holistic view of our customers’ journey Graphic by Theresa Wilcox Attribution provides clear and … Read more
The December issue of Harvard Business Review, Build an Innovation Engine in 90 Days, shares the important distinction of core and new-growth innovation. Core innovations enhance existing offerings or improves current operations. They enhance the current strategy and organization structure with the objective of offering rapid and substantial returns in the near future and funded … Read more
Personas, actors, and roles have been around for a long time. In Greek theater, the persona referred to the “theatrical mask” – a role played by an actor. The Romans expanded the term to indicate a role in a court of law where personas assume roles with legal attributes such as rights, powers, and duties. … Read more