Love at First Sight
Most brands need to earn the customer’s love, over time. To speed up the courtship, a number of brands are trying to become more human-like. People choose their favorite brands with their hearts, not their heads. A real human story evokes emotion and is more powerful than any brand storytelling.
Carolin Dahlman says in her book, Love Branding, if you can learn to master your customers’ emotions and make them feel the love, you will earn more money. She explains that love is a two-way street and most brands fail to love their customer’s back. So what does that mean? It’s all about giving back what you get. I guess you can say it’s not a one-night-stand but a commitment – a long-term commitment.
No one knows this better than Procter & Gamble. Over the last 178 years P&G has been at the forefront creating powerful, emotional relationships between consumers and brands. They have been pioneers and leaders in embracing technology to build an emotional brand connection with their customers. Utilizing soap operas on the radio and early television, to award shows, to fast-growing web ventures.
P&G Global Brand Building Officer, Marc Pritchard emphasized the importance of one-to-one relationships in today’s always-connected, always-on digital environment. He said that brands need to be less focused on making money and instead place more emphasis on improving the lives of both existing and potential customers. He too thinks it’s important to give back to the customer.
P&G Pampers brand is another good example of how P&G is defined a higher purpose for their brand beyond the functional benefit of keeping babies dry. Pampers has leveraged the key consumer insight that moms—especially first time moms—are constantly looking to connect with others who are sharing similar experiences. Pampers created programs such as “Pampers Village” and “A Parent is Born” as forums for moms to connect, learn and discover. If you visit their Canadian Facebook page they have over 14,488,921 likes – pretty good for a dirty diaper discussion.
But is this love? Love is defined as an emotion of a strong attraction and personal attachment – the ultimate goal for any brand.
But it’s hard to argue with success, and no brand is more successful than Heinz Ketchup. A brand that has been around for over 139 years and still the bestselling brand of ketchup in the world with over 650 million bottles sold in 2012. So what is their love potion? Diane Levine, author on the blog Beneath the Brand, says their enduring success comes down to a few simple but brilliant relationship strategies:
- Maintain a core (or at least an air) of consistency
- Spice things up once in a while
- Be considerate of your partner’s needs
At the end, she says it’s the little things that matter most.
In Romancing the Brand: How Brands Create Strong, intimate Relationships with Consumers, branding expert Tim Halloran argues that today’s effective marketer must foster a deep, committed, and emotionally connected relationship with their consumer base. They must keep the sparks alive in a long-term relationship rather than focus solely on the short-term, single purchase.
Building off of Diane Levine’s three strategies, Tim Halloran includes ‘Listen to your customers’ and ‘Strive to make your customers’ lives better’.
On the last point, Nike ‘Just do it’ is now more about ‘Help me just do it’. Nike+ has become an enabler to its customers and bringing them together in a virtual community to stay motivated and challenged. Nike’s success has to do with its focused use of athlete relationships and innovative brand experiences to inspire its customers to feel like athletes. Its products and technologies are always linked to values such as aspiration, achievement and status.
Tim Hortons has found its way into the hearts of Canadians not only through their coffee on every corner of every city and town of Canada but also through their social consciousness of understanding Canadians. From their support of the Canadian military to tapping into the Canadian passion for hockey, they have successfully used the Canadian brand to reinforce their own brand love.
If you read this article out of context you would think that we were talking about the secrets for a successful marriage. In truth, what we are talking about here is a deep and emotional relationship between a customer and a brand. The interesting thing is that the historical brands figured this out a long time ago and just keep re-engineer how they engage and support their customers. The internet gives every brand the opportunity to engage with their customers on a one-to-one level but without the insights and relationship strategies to connect on an emotional level, there will never be any love.
If you want customers to love your brand make sure you give more than you take. Follow through on the little things, keep your promises, learn to apologize when you make a mistake or disappoint and spend time learning about what is important to them. But most importantly, your brand must be authentic and real to be loved.