Brand Manual Bulletin

Stay abreast of the latest in the intersection between service design, communication and uncommon sense.

Seventy-one percent of business leaders...

… believe that customer experience is the next corporate battleground.

International service design and branding agency

Competitive advantage doesn’t come from what you do. It comes from how you do it, because technology is changing everything and has made quality just a hygiene factor.

For every service or product out there, there are already a dozen substitutes. All airlines fly. All phones are smart. But the customer experience varies dramatically, and the difference comes from how you design your service.

Make no mistake: all products are services. Owning stuff, without having it do something for you, is mostly pointless. People don’t need cars. They need to get from here to there. And to make sure that the burden of ownership is as small as possible, the customer experience needs to be better than that of the alternatives. This is done through service design and builds your brand more effectively than any ad campaign ever can.

As a service design and branding agency, we work with you to define and design the customer experience in a way that makes sense.This means, that we find out what your customers’ journey is like from need to satisfaction, not just the moment of transaction, and help you understand not only what your customers are buying, but why they are buying it. With this insight we can design the service and improve the customer experience in areas that matter most, both for the customer and your brand. To do that, we provide services in four areas, which are interlinked:

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Service design and branding blog

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The root cause of every misunderstanding is a communication problem

There’s a video that we often use in lectures on service design. It’s a film about a door that people keep trying to pull instead of pushing. It’s a perfect illustration of a communication problem. The door handle says “pull me”. And that’s what people do, and then the door screams “push”, by just not […]

The Problem with Service Design

Avoiding lost in translation between strategy and execution is hard. But in order to succeed at service design, you have to learn to create teams that work from the beginning of discovery all the way to the end of delivery.

Jobs to be done

There’s a classic (at least we think so) film of Clayton Christensen explaining the job a milkshake does. This idea, that customers aren’t necessarily buying what you are selling isn’t new. But the jobs to be done theory does help to clarify the difference between what is important to you, the seller, and what is […]

Work

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Setting a new Standard for Nordic business furniture

Setting a new Standard for Nordic business furniture

Positioning Standard, a furniture producer with a long history as the Nordic quality benchmark

O’key hypermarket rebranding

O’key hypermarket rebranding

Refreshing the visual identity of one of Russia's largest hypermarket chains by treating the shop as the brand.

Ühismets – money doesn’t grow on trees. Or does it?

Ühismets – money doesn’t grow on trees. Or does it?

Ühismets is a communal fund that lets everyone to invest into sustainable resource – without the hassle of knowing how to maintain it. The fund nurtures your investment – in every sense.

Testimonials

Brand Manual’s team understands our business needs perfectly. They’re always able to unravel our complicated tasks with elegance and reach our desired objectives. I pay my highest regards to them!Risto Rossar – CEO, Insly
Brand Manual doesn't only help you create a brand, but work through your business idea with you. Much more than a branding agency, Brand Manual is a strategy agency.Jakob Saks – Founder & CEO, Rabaconda
Brand Manual created the conditions in which NoBananas could gain a strong public image by helping to design a distinct and memorable brand. Combined with NoBananas' dedicated team and inordinate amounts of work, this all makes for the world's best fresh berries retail concept ... which definitely ain't got No Bananas.Andero Keronen – CEO, NoBananas
When we met Brand Manual, we were looking for a designer – fortunately, we got much more. We got a strategic partner, who helped us develop our business plan, pointed out different options and encouraged us along the way.Kristel Kelder – Brew madame, Pöide Brewery
Our cooperation with Brand Manual started in 2010. Since then, the turnover has increased 25-30% annually. It is hard to measure the impact of design in this, but the figures speak for themselves.Eero Valge – Partner, Artproof