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.
Brand Manual Bulletin
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According to Fast Company, “shopper marketing is one of the hottest trends in marketing today, at least in the eyes of major consumer packaged goods companies such as P&G, Unilever, Coke, Kraft etc.”
We shouldn’t fool ourselves into thinking that people’s experiences can actually be designed. Experiences are not pliable and mouldable products. Rather they are reactions inside people, which manifest in response to an experienced phenomenon.
CelESTial is a platform for developing cell factories for future bioeconomy. That means reprogramming genetic code and producing life on an industrial scale. It’s the stuff of science fiction.
R-kiosk was about to rebuild its business model. In order to carry it through, it needed motivated franchisees. Inspiration starts with a clear service concept: Fast food can be good food.