The New Language of Brand Experience: Can we (Pillow) Talk?


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As the importance and power of brands – and the customer experiences they drive – continues to creep up the scale of corporate awareness and priority, brand consultants are scrambling to find ever more evocative (scratch that: make it “provocative”) ways to describe the relationships that the buyers of products and services have with brands.

I grant you, we brand strategist and consulting types are doing a great job confusing corporate marketers. Now they can’t focus on driving sales through the door until they figure out how to make a “Lovemark.” Customer intimacy is more important than customer relationships, and those are pretty important too. Now there’s the “Love Triangle Model.” Throw emotional contagion into the mix, and we’re going to have brand-based STD’s next… (are phishing and pharming the equivalent?)

Maybe it’s a little too much to ask, but do I really want “love” from (or with) a brand? Maybe I’m just a little uncomfortable with these new levels of brand intimacy. Call me old fashioned, but these are all just new ways to describe the same old thing: Create a product or deliver a service that solves a real need. Support it with honesty, integrity and quality, and make sure you respond quickly to customer needs, delivering a consistent, differentiated brand experience across all your customer touchpoints.

Make sure your market knows that you do this, and encourage them to tell others. Conduct loyalty and brand research to make sure you know what your customers think and how they feel about you vs. your competition, and act on the results.

No offense, but can’t we save these “sweet nothings” for our wives, husbands and significant others? After all, if you want this kind of involvement, where would you rather turn for fulfillment? I know where I’d rather go. I’ll give you hint: it’s not Amazon. And if this trend towards unwanted intimacy keeps up, we can always create new meaning for “brand therapy.” We’ll need it.

Republished with author's permission from original post.


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