How to nurture and maintain brand love.

arcadia brands2019-06-25

I bet in just a split-second, you are able to recall that one brand that influences and sends positive feelings towards yourself because you know you love that brand. 

Brand love is not sparked at first sight, neither does it come at the moment after purchase. But rather something particular that has been nurtured and maintained over time. Brand love makes purchasing goods different. How so? The word ‘love’ itself, refers emotions and sometimes irrational relationships (in this case, it’s purchase) towards something.

The effective strategy in expanding your bottom-line growth is one that nurtures your brand love. Not only will it generate repetitive purchase, but it will also tap into a much more deeper-level, such as emotional attachment between the consumer and your brand. Which is why brand love is much more significant and important than brand loyalty.

And how is brand love nurtured?

Before we get real deep into the strategy, let us address the definition first, along with the explanation of brand connection and feeling matrix in which it can be used to your self-reflection of “where am I to achieve brand love?”

Brand Connection Matrix

There are two independent variables involved in the development of brand love, functional connection and emotional connection. Functional connection reflects back to the functional performance of your brand, such as durability, material quality, user interface and deliverability. Emotional connection on the other hand, refers to abstract ideas and is directly influenced by your brand personality, image and positioning.

Q1: Brand as a colleague

Q2: Brand as a family

Q3: Brand as an acquaintance

Q4: Brand as a friend

Through market research can you learn to categorise and group your customers in which quadrant they are in according to this brand-connection matrix.

From this matrix, you should be able to answer these questions:

How many of my customers are in Q2?

Are there too many of my customers in either Q3 or Q1?

Ideally, having your customers in Q1 would mean that you have an already finished product in your hands, that has been rightfully delivered to your customers the way they want it.

This is when new questions arise, how do I drive my customers to Q4 and Q2?

From the brand connection matrix, we took out the dependent variables of emotional connection to create the brand feeling matrix:

From consumer research, should you already know which quadrant most of your customers are in by now. The ranking from the lowest attachment to the highest can be shown as Q4 -> Q3 -> Q1 -> Q2.

These two matrix will give you a clear idea of how you should nurture Brand Love, with the central question being:

How does one create and nurture Brand Love?

The two core-elements in creating brand-love are to communicate both the functional and emotional sides of your brand.

Functional Communication

Think to communicate the functional-side of your product in a different and creative way. There are some options on how you communicate:

1. Transparent Pricing

With the growing consumer concern over unfair distribution of a purchase, brands should embrace it and be on their side. If you are in the apparel and footwear industry, communicate on how you pay for the materials, the labor, marketing cost and even your profit. Here’s one example of a company called EVERLANE, that does communicate transparent pricing.

2. Show Them the Process of Making Your Product

People want to know what’s behind the curtain. Consumers are often driven by pure curiosity or concern over the unethical processes of product-making. Show them that you are ethical, and that you share the same beliefs as they do. Show your customers that you are here to create a better world. In Jogjakarta, Indonesia, there is a chocolate brand called ‘Monggo’. In its flagship store, the whole process of making their chocolate is shown, you can even talk about it with the labourers in their small factory. This will give customers assurance that the product is hygienic, and labor-fair.

Emotional Communication

The core to-do list to leverage the emotional side is to communicate. Here is the list of strategies that you can adapt in order to enhance emotional connection with your customers.

1. Emotional Marketing: Brand Purpose

You should be able to communicate to your customers how your brand will help them to improve their lives. Let your customers be aware of your beliefs, and what the purpose of your brand is. If you are not clear enough on how to create a brand purpose, refer to our previous blog resource here. As a matter of fact, most of us did not know of the brand TESLA until just a few years ago. But Elon Musk, the founder of TESLA, managed to let us resonate with the brand by communicating with the world on how TESLA was created for the better. And people are on the side with other people who wants to make the better world.

2. Create Community: Brand Community

Every resonating brand has a community of their own. It embraces the sense of unity, family, and closeness with not only the brand and customers, but also between customers that purchase the same brand. One good example is the Harley-Davidson Club Global, in which their presence can be found in almost in any country that the Harley-Davidson franchise is active in.

3. Treat them like you would a good friend

Be personal, and communicate with them as if you are ‘chatting’ with them. Utilise your social media as a medium to communicate with your customers. Attend to their pain points and concerns over your products. A great example is from the retail industry, NET-A-PORTER. With a strong number of 2.9 million followers, they are still proven to attend to their customer’s needs and concerns. Attached below is the screenshot of their Instagram for referral of their customer communication on October, 2017.

4. Induce Meaningful Experiences

Learn how to turn consumers into customers, study their customer journey and find ways to improve it. If you have your own dedicated store, make sure that it is able to create exceptional experiences for people the moment they walk into your store. If you only have online presence, make sure that you attend to the needs and questions of each customer and potential customer and deliver over the top experiences. Explore every payment method available that your customers might be using, and find out how to ease their purchase. Meaningful experiences should be 360 and done continuously. As a sportswear, Nike created different sub-brands to enhance the experiences for its different target customers. NikeLab, one of Nike’s sub-brands, enhances customer experiences through their tweaked, different and limited products and also, its own dedicated store, different from the Nike store itself.

What will you gain from brand resonance and brand love?

There are two things to summarise in regards of the things your customers will do to you once your brand resonates with them and love for your brand has been nurtured. The first one is Attachment (attitudinal attachment and sense of community), in which your customers find it ‘hard to give up’ your brand for other competitors. This will give you the power of price elasticity. Think of Apple and their loyal, loving customers. The second is Activity, in which your customers are actively seeking information about your brand (latest news, latest product release) whilst providing you with free, honest and effective positive word-of-mouth to your peers. Activity also involves repetitive purchasing patterns, and behavioral loyalty towards your brand. The summarised version for this can be referred to in the figure below.


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Arcadia Brands believes in a team orientated approach, where a collection of the most passionate brand & creative experts come together to offer unique solutions to our clients.

Our process of delivering high-level brands involves 4 key phases of brand identity, brand personality, brand equity and brand loyalty. Each client’s unique requirements are met at the highest level as we have a complex understanding of brand delivery.

Founded in 2012, we have been serving creative brand design, web development, graphic design and digital marketing projects to various groups of clients, including publicly listed companies and SMEs worldwide. With a core team of 20 experts, we have presence in Kuala Lumpur (Malaysia), London (England), Toronto (Canada) and New York (USA).

Brand identity is how a business wants to be perceived by consumers, reflecting the value the company is trying to bring to the market and to appeal to its customers.

Brand personality is something to which the consumer can relate; an effective brand increases its brand equity by having a consistent set of traits that consumers enjoy.

Brand equity refers to a value premium that a company generates from a product with a recognisable name, when compared to a generic equivalent.

Brand loyalty is a pattern of consumer behaviour where consumers become committed to brands and make repeat purchases from the same brands over time.

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