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The Mathematics of Brand Satisfaction

Great design does not, in and of itself, ensure the effectiveness of a brand. What matters, as Chris Rockwell points out, is the interplay between expectations and experience. In this context, he enumerates research methodologies that can be used to distill expectations and recommends that designers give special attention to those touchpoints where there is the most at stake, noting that brands fail when these key experiences are disappointing.

Brand establishment has served as the bull's-eye of product and service strategy in recent years. Define a brand's meaning and value clearly, and you promote consumer affinity, acquisition, retention, and loyalty. Establish and consistently reinforce ...

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