“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
This quote has been and continues to be a guiding factor for me as a marketing professional. It can be universally applied to not just to interpersonal situations but to communication as well. If the intent of all brand communication is to create positive impressions that at some point result in a purchase decision in favour of our brands and products then, how it makes one feel on reception is of paramount importance.
If one were to look at brand messaging and how consumers would “warm up” to the brand there are 4 distinct levels. Communication that talks about the product and its features alone would get the coldest response. The prospects improve to lukewarm once you move from the I to the you and I space where there is talk of benefits. The slightly warmer zones are where brands cater to the status and social needs. The hottest zone is where the brand creates a connect with the consumer at an emotional level.
There are dozens of research papers that define and describe the range of human emotions putting them into positive and negative buckets. Marketers have for long argued whether to go the factual, cut and dry rational way when they communicate or to appeal to & arouse the consumer’s emotions to get them across the line.
Derrick Daye at the Blake Project in his article 5 Drivers of Brand Insistence says that the ultimate goal of brand equity building is to move the consumer from brand awareness to brand insistence. He opines that there are five elements that drive a consumer to insist upon a particular brand to meet his or her needs – brand awareness, accessibility, value, relevant differentiation, and emotional connection.
That being said a brand cannot just churn out arbitrary sentimental stuff that has no connect with what they do or offer.
One question that needs to be answered is whether the communication conforms to or breaks the pattern. In a category where emotions are the norm another communication would not break clutter. Also, does the communication provide adequate proof points to the consumer? Remember it’s not enough to get the consumer all mushy, eventually all communication needs to translate into strengthening the brand.
Here’s a compendium of TVCs that caught my eye. They straddle a host of emotions and categories. Interesting to note how many of these brands are leaders in their categories. Some of them go beyond emotion and deliver a strong brand message whilst others definitely touch your heart yet fail to do much else.
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