I keep reading little bits and bobs about brand as part of a design experience and I want to get a few things off my chest. I was a Brand Manager for 3 years and although I am not a strict authority on the subject, the subject itself has not really been in existence long enough for it to have derived any true meaning in our culture. Nowadays, brands come and go quicker than pairs of socks in the dryer, so I fail to see why anyone gives a toss.
But while we’re on the topic, here are the principles of a good brand experience as I see them:
1) Provide a good service or product to a customer This works on all levels of the organization.
2) Speak consistently and clearly to your customer. Be fair.
3) Brand is about clear visual design and nominally about the logo. A bad logo presented in the context of a clear design is a better experience than the inverse.
4) Advertising delivers nothing measurable except for brand presence.
5) Without a a total quality management system in place, the brand is crap.
In Japan, this consists of four ideas (spuriously ripped from Wikipedia, the first time I’ve seen them get their facts right):
Kaizen: Continuous Process Improvement
Atarimae Hinshitsu: The idea that “things will work as they are supposed to”
Kansei: Examining the way the user applies the product leads to improvement in the product itself.
Miryokuteki Hinshitsu: The idea that “things should have an aesthetic quality” (for example, a pen will write in a way that is pleasing to the writer)
6) Not a principle, but as a company, treat your employees the way you’d treat your customers.
6a) Inversely, The way a company or employer feels about you is embodied by the quality of the bathrooms they provide.