Untangling brand and customer experience, in 10 minutes or less from Brandon Schauer on Vimeo. A bit of background over at the Adaptive Path blog.
I dig this infographic+voiceover explanation of two different approaches to brand. I think it highlights the need to focus on people as opposed to message, which of course gels with my line of thinking…
The only thing that I’d add is that perhaps there’s more to the “designed brand” than just “look & feel” – organisations still need to understand what they are aiming for in order to engage their people around those ideals.
In this sense I think the design of a brand is still a little bit “inside out”, although I think this should be informed by the people outside the organisation to ensure that it’s aligned with their expectations and motivations.
I don’t think Josh or Brandon are suggesting otherwise, just pointing this out as it’s not made clear in the video itself.