It is well understood that delivering winning brand experiences that forge strong relationships with consumers is an effective way to build consumer loyalty and advocacy.
What may not be so well recognised is that emotion is a key ingredient of a winning brand experience.
Marketing & Strategy Innovation blog have just posted hard data that shows that emotional ads work better than rationale ads. However, ads are just one type of brand experience, and only part of the story
To be successful it is vital for brands to deliver: a) the promise [made in the carefully crafted ads] and b) experiences that delight consumers.
Without doubt the best way to deliver brand experiences with meaningful emotion is through the use of human contact.
Brand organisations should think carefully about how their people are dealing with consumers, and look for ways to build elegant brand experiences at every stage of the path to advocacy – particularly in-store and customer service.
There are plenty of brands that do this really well (Zappos, Hyundai, Virgin and Nordstrom). They are a smart place to start if you are looking for compelling examples about how to do it.
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