ROCE : Return On Customer Experience

ROCE : Return On Customer Experience

Last month I was invited to speak at the customer service conference of a well-known MNC bank. What did a left brain valuation type like me have to do with Customer Service? I’m the closest thing to a bean counter that the marketing world can get. So what in the...
Non-profits as Valuable brands

Non-profits as Valuable brands

I was meeting Reena after many years. She had been a banker in the Western Hemisphere for a couple of decades. After dinner, she revealed that she too was now in the business of Transformation – Transforming the future of the girl child through education. I was...
The emerging-brand battle – Schumpeter

The emerging-brand battle – Schumpeter

THE past 20 years have seen a massive redistribution of economic power to the emerging world. But so far there has been no comparable redistribution of brand power. Fortune magazine’s 2012 list of the largest 500 companies by sales revenue included 73 Chinese firms,...