From Co.Design, good read.
Few others have architected the same control of their product ecosystem. Still, the takeaway is that all companies must adopt a focus on integrating brand with product and service. From those that do it well (Amazon, Tiffany & Co.) to those that still need fine-tuning (Facebook, Walmart), all brands are challenged to consistently deliver coherent and satisfying product and service experiences to customers.
Companies need to start thinking about the holistic experience between their brands, products, and services. Crafting an experience requires design that considers these three elements of brand, product, and service in order to generate successful results. Any company can be analyzed through these lenses to evaluate the experience it creates for its customers.
Put another way, a product is an experience that occurs in the moment. A service is a relationship that extends over time and across platforms and mediums. A brand is much more than the logo; it is the pattern our brains expect based on everything we have previously heard, seen, and felt. All of these components roll up into the larger experience.
a brand’s voice and promise should inform the products that are built and the surrounding services that are delivered to customers.