Globalization, low-cost technologies and saturated markets are making
products and services interchangeable and barely distinguishable. As a
result, today’s brands must go beyond face value and tap into consumers’
deepest subconscious emotions to win the marketplace.
The Role Of Brands Is Changing
In recent decades, the economic base has shifted from production to
consumption, from needs to wants, from objective to subjective. We’re
moving away from the functional and technical characteristics of the
industrial era, into a time when
consumers are making buying decisions based on how they feel about a company and its offer.
BusinessWeek captured the evolution of branding back in 2001:
“A strong brand acts as an ambassador when companies enter new
markets or offer new products. It also shapes corporate strategy,
helping to define which initiatives fit within the brand concept and
which do not. That’s why the companies that once measured their worth
strictly in terms of tangibles such as factories, inventory and cash
have realized that a vibrant brand, with its implicit promise of
quality, is an equally important asset.”
I’d take it a step further and suggest that the brand is not just an
important part of the business — it is the business. As Dale Carnegie
says:
“When dealing with people, let us remember we are not dealing with
creatures of logic. We are dealing with creatures of emotion.”
It’s Time To Get Emotional
In a borderless world where people are increasingly doing their research and purchases online (
75% of Americans admit to doing so while on the toilet), companies that don’t take their branding seriously face imminent demise.
Enter emotional branding. It’s a highly effective way to cause
reaction, sentiments and moods, ultimately forming experience,
connection and loyalty with a company or product on an irrational level.
That’s the ironic part: Most people don’t believe they can be
emotionally influenced by a brand. Why? Because that’s their rational
mind at work.
People make decisions emotionally and then rationalize them logically. Therefore, emotional branding affects people at a hidden, subconscious level. And that’s what makes it so incredibly powerful.
Neuroscientists have recently made great strides in understanding how the human mind works. In his book
Emotional Design: Why We Love (or Hate) Everyday Things, cognitive scientist Donald Norman explains how emotions guide us:
“Emotions are inseparable from and a necessary part of cognition.
Everything we do, everything we think is tinged with emotion, much of it
subconscious. In turn, our emotions change the way we think, and serve as constant guides to appropriate behavior, steering us away from the bad, guiding us toward the good.”
Emotions help us to rapidly choose between good and bad and to
navigate in a world filled with harsh noise and unlimited options. This
concept has been reinforced by multiple studies, including ones
conducted by neuroscientist Antonio Damasio, who examined people who are
healthy in every way except for brain injuries that have impaired their
emotional systems. Due to their lack of emotional senses, these
subjects could not make basic decisions on where to live, what to eat
and what products they need.
Emotions are a necessary part of life, affecting how you feel, how
you behave and how you think. Therefore, brands that effectively engage
consumers in a personal dialogue on their needs are able to evoke and
influence persuasive feelings such as love, attachment and happiness.
Creativity Is Critical
What does that mean to marketers? Good ideas are increasingly vital
to businesses. And that’s good news for creative professionals and
agencies.
A Wall Street Journal article titled “So Long, Supply and Demand” reports:
“Creativity is overtaking capital as the principal elixir of growth.
And creativity, although precious, shares few of the constraints that
limit the range and availability of capital and physical goods. In this new business atmosphere, ideas are money.
Ideas are, in fact, a new kind of currency altogether — one that is
more powerful than money. One single idea — especially if it involves a
great brand concept — can change a company’s entire future.”
As Napoleon Hill says:
“First comes thought; then organization of that thought, into ideas
and plans; then transformation of those plans into reality. The
beginning, as you will observe, is in your imagination.”
Emotional Branding In Action
Let’s look at some examples of branding and campaigns that go for the heart and, in some cases, hit the mark.
WestJet Christmas Miracle
WestJet Airlines pulled on heartstrings this past holiday season with
a video of Santa distributing Christmas gifts to 250 unsuspecting
passengers. The Canadian airline expected around 800,000 views but blew
their competitors’ campaigns out of the air with more than 35 million
views.
How the WestJetters helped Santa spread some Christmas magic to their guests. (Watch on Youtube)
Coca-Cola Security Cameras
While surveillance cameras are known for catching burglaries and
brawls, a Coca-Cola ad released during the latest Super Bowl encourages
us to look at life differently by sharing happy, moving moments captured
on security cameras. You’ll witness people sneaking kisses, dancing and
random acts of kindness.
All the small acts of kindness, bravery and love that take place around us, recorded by security cameras. (Watch on Youtube)
Homeless Veteran Time-Lapse Transformation
Degage Ministries,
a charity that works with veterans, launched a video showing a homeless
US Army veteran, Jim Wolf, getting a haircut and new clothes as part of
an effort to transform his life. Degage Ministries told Webcopyplus
that Wolf has completed rehab and is turning his life around, and that
the video has so far raised more than $125,000, along with increased
awareness of and compassion for veterans across the country.
A video of a homeless veteran named Jim, who volunteered to go through a physical transformation in September 2013. (Watch on Youtube)
Creating Emotional Connection
While neuroscientists have only recently made significant strides in
understanding how we process information and make decisions, humans have
been using a powerful communication tactic for thousands of years:
storytelling. It’s a highly effective method to get messages to stick
and to get people to care, act and buy.
The stories that truly engage and are shared across the Web are
typically personal and contain some aspect of usefulness, sweetness,
humor, inspiration or shock. Also, the brand has to be seen as
authentic, not manufactured, or else credibility and loyalty will be
damaged.
To get the most success in creating an emotional connection with
people, stories should explore both brand mystique and brand experience,
and the actual product or service should be integrated. A brilliant
example is
The Lego Movie,
released by Warner Bros earlier this year. The Lego brand delivered a
masterful story, using its products as the stars. The brand got families
and kids around the globe to shovel out well over $200 million for what
could be the ultimate toy commercial.
Designers, developers, copywriters and marketers in general should
take a page from moviemakers, including the late writer, director and
producer Sidney Lumet. He gave the following advice on making movies:
“What is the movie about? What did you see? What was your intention?
Ideally, if we do this well,
what do you hope the audience will feel, think, sense?
In what mood do you want them to leave the theater?” The same could be
asked when you’re developing a brand story: What do you want the
audience to feel?
Even product placement, where everything from sneakers to cars gets
flashed on the screen, has evolved into “branded entertainment.” Now,
products are worked into scripts, sometimes with actual roles. A
well-known example is in the film Cast Away, in which Wilson, a
volleyball named after the brand, serves as Tom Hanks’ personified
friend and sole companion for four years on a deserted island. When
Wilson gets swept away into the ocean and slowly disappears, sad music
ensues, and many moviegoers shed tears over… well, a volleyball.
Making Brands Emotional
Connecting people to products and services is not an easy task. It
takes careful consideration and planning. US marketing agency
JB Chicago
found success sparking an emotional connection for Vitalicious, its
client in the pizza industry. Its VitaPizza product had fewer calories
than any competitor’s, however, its message was getting lost among
millions of other messages. Explains Steve Gaither, President of JB
Chicago:
We needed to bring that differentiation front and center, letting the
target audience, women 25-plus interested in healthy living, know they
can eat the pizza they love and miss without consuming tons of calories.
A relationship concept was formed, and a campaign was soon launched
with the following key messages: “You used to love pizza. And then the
love affair ended. You’ve changed. And, thankfully, pizza has too! Now
you and your pizza can be together again.” The agency then tested
different ads, each centered on one of the following themes:
- sweepstakes,
- 190 calories,
- gluten-free/natural,
- “You and pizza. Reunited. Reunited and it tastes so good.”
The brand idea outperformed the other ads by a margin of three to
one. Bringing a story into the equation resonated with the target
audience.
Gaither also shared insight on a current story-building project for
StudyStars, an online tutoring company whose brand wasn’t gaining
traction. JB Chicago overhauled the brand and created a story to
demonstrate that StudyStars is a skills-based tutoring system with a
deep, fundamental approach to learning, one that ultimately delivers
better outcomes.
“We needed to find and build camp at a place where skills-based
tutoring intersects with the unmet needs of the buyer. We needed a
powerful brand idea that enables us to claim and defend that space. And
we needed to express that idea in a manner that is believable and
differentiated.”
Seeking a concept that would look, feel, speak and behave
differently, JB Chicago crafted the brand idea “Master the
Fundamentals.” It suggests that learning is like anything else:
You have to walk before you can run, or else you will fall.
So, the agency is setting up a campaign, including a video, to show
that students who fall behind in school due to weak learning of the
fundamentals don’t just fall behind in the classroom — their struggles
affect every other aspect of their lives.
Here’s a snippet of the drafted script:
Title: Pauline’s Story
We see a beautiful little girl in a classroom. Pauline. She is 8 years old. We can also see that she’s a little lost.
A quick shot of the teacher at the chalkboard, teaching simple
multiplication, like 9 × 6. Back to Pauline. She’s not getting it.
We see Pauline again at age 12, again in class. She is looking at a math quiz. It’s been graded. She got a D.
There’s a sign hanging from her neck. The sign says “I never learned multiplication.”
We see Pauline again, now at 15. She is home. Her parents are
screaming at each other about her poor academic performance. The sign
around her neck is still there. “I never learned multiplication.”
We see a young waitress in a dreary coffee shop. It takes us a few
seconds to realize that it’s Pauline, age 18. She is tallying a
customer’s check.
A close shot of the check. Pauline is trying to calculate the tax.
She can’t do it, so she consults a cheat sheet posted nearby. She’s
still wearing the sign. “I never learned multiplication.”
She figures the tax out and brings the check over to an attractive
collegiate-looking couple, who thank her and head for the door. She
watches them leave.
Their life is everything hers is not. Their future is everything hers
will never be. Slate (text) states StudyStars’ case, and the video ends
with an invitation to visit studystars.com.
JB Chicago created a story that draws us in and links to emotions —
possibly hope, fear, promise, hope, security and other feelings —
according to the person’s mindset, experience, circumstance and other
factors. The key is that it gets to our hearts.
Emotional Triggers
Different visitors connect to and invest in products and services for
different reasons. To help you strike an emotional chord with your
audience, veteran marketer Barry Feig has carved out 16 hot buttons in
Hot Button Marketing: Push the Emotional Buttons That Get People to Buy:
- Desire for control
- I’m better than you
- Excitement of discovery
- Revaluing
- Family values
- Desire to belong
- Fun is its own reward
- Poverty of time
- Desire to get the best
- Self-achievement
- Sex, love, romance
- Nurturing response
- Reinventing oneself
- Make me smarter
- Power, dominance and influence
- Wish-fulfillment
How Does It Make You Feel?
As emotional aspects of brands increasingly become major drivers of
choice, it would be wise for designers, content writers and other
marketers to peel back customers’ deep emotional layers to identify and
understand the motivations behind their behavior.
So, the next time you ask someone to review your design or content,
maybe don’t ask, “What do you think?” Instead, the smarter question
might be:
“How does it make you feel?”