4. Developed before hyper-
competition. Ignores the
wonderfully irrational nature of
human beings, aka consumers.
Developed in a mass media age.
Ignores the nonlinear nature of media
consumption.
Empathic branding is modeled on the way in which people form personal
relationships – empathy, experiences, endorsement and energy.
The 4Ps
AIDA
The “4Es”
15. Good luck reaching B2B execs
with a viral video, or my mom
through Twitter. Let me know how
efficient your street teams are in
reaching millions of guys relative
to a spot on an NFL game.
19. Ignore store traffic and nobody will care
about the awareness gain.
Click-through rates at the expense of
emotional relevance and differentiation will
not matter as the brand degrades to
commodity status.
True marketing professionals balance these
seemingly conflicting goals.
20. One thing will never
change: We must
build strong brands.
21. Products become brands by
creating empathetic
relationships with customers.
Brands become enduring,
profitable assets when they
deliver relevant differentiation.
26. Experiences form beliefs
Unique interactions
Media context
Brand associations
Momentum conveys leadership
Events
New services
Alliances and content
Media channels
Empathic Marketing
Empathy drives personal relevance
Shared point of view
Shared values
Engage via passion points
Empathy! Experiences
Energy!
Perceptions
Behaviors
Peer review deepens commitment
Social media
WOM
PR
Endorsement
27. Empathy! Experiences
Energy! Endorsement
Brand saliency:
Relevance
Differentiation
Esteem / quality
Familiarity / intimacy
Quality of the engagement:
Total & unique visits
Bounce Rate
Avg. pages per visit
Avg. time spent per visit
Conversion rates
Avg. sale-per-conversion
eMail open rates
Mobile CTA rates
Brand advocacy:
Net Promoter Score
Sentiment analysis
Total FB Likes & Shares
Total YT Shares
Total YT Likes-dislikes ratio
Total Twitter re-tweets
Total Share This clicks (website content)
Consumer product ratings
Brand momentum:
Innovative
Successful
Leadership
Natural search
Sales (volume & share)
Metrics
Perceptions
Behaviors
29. Brand empathy occurs
when customers project
themselves onto the brand.
Define a brand's source of
empathy and you'll find its
essential truth.
30. We tend to have our
deepest and most lasting
relationships with people
who share our values; our
beliefs; our sense of
humor; our sense of style.
31. Empathy isn’t squishy. It’s a
hard metric in nearly all brand
equity research – e.g.,
personal relevance, affinity,
trust, a brand for me,
understands my company’s
needs.
32. Great brands tell great
stories. Stories help us
connect. They convey
meaning. In a fast moving
world, meaning trumps
information.
33. Elements of a great story
Archetype!
The
Journey!
Conflict!
The universal characters
that form our collective
unconscious. The hero,
temptress, ruler, et al create
deeper connections with
consumers.
The most compelling
protagonists are on a quest
toward something inspiring.
Great brands project a sense
of purpose – a true north that
guides their values and
behavior.
Great stories hinge on a
clearly defined antagonist.
Great brands are clear on
what they oppose in order
to be crystal clear about
what they believe.
34. Archetypes are the universal
personalities spanning ancient
mythologies through today.
Our psychological hardwiring.
Components of the collective
unconscious that inform
perceptions and behavior.
46. Archetypes are central to
storytelling
Lover
Hero
Sage
Magician
Outlaw
Innocent and Jester
Evil
47. The hero’s journey
Drawn from analysis of mythology across cultures
and time:
“A hero ventures forth from the common
world…
confronts obstacles and adversaries…
wins a decisive victory…
and returns with the power to help his fellow
man.”
48. The hero’s journey:
Hollywood
An innocent young prince
attempts to run away from his
troubles only to discover
the redeeming power of friendship
and truth.
49. The hero’s journey:
Politics
A man rises above racial barriers to inspire a
nation to defy the divisiveness of red states
and blue states and reclaim the promise of
the United States.
50. The hero’s journey:
Brands
An authority-defying rebel
uniting a community in a
crusade against fear.
An advocate of women’s
self-esteem battling against the
falsehood of media-defined
beauty.
A free thinker liberating creativity
from a world of beige conformity.
51. Conflict is essential to storytelling.
Every hero's journey involves overcoming
challenges – dragons, tyrants or marketplace
competitors.
The most passionate causes tend to be
ignited by the collision of a noble ideal that
inspires and a status quo that must be
vanquished.
55. Every interaction defines the
brand, e.g., the packaging,
how the phone is answered;
customer service; the online
experience; events; the trade
show booth; mobile gaming.
56. This is not a soft measure.
The 2011 Brand Keys Customer Loyalty
Engagement Index shows that
customers increasingly define value
through the total brand experience, and
that experiences have a strong impact
on customer decision-making.
58. If brands are built on
empathetic
relationships, then
that relationship is
now a ménage á trois.
59. In a socially wired world, brands
are not solely defined by the
relationship between the
customer and the product. It’s
about the relationship shared
among all the customers of the
product.
60. Advocacy isn’t just an conquesting strategy –
it’s also a loyalty strategy.
When a customer advocates a brand, they
deepen their commitment to the brand by
putting their name and reputation on the line.
62. Energy is a powerful
force. It casts an aura of
infectious momentum that
is often measured in
brand research as
success, innovation,
leadership or popularity.
63. Maintaining energy requires that we think
through what happens in the
months after a launch.
It’s the absence of energy that causes
otherwise loyal customers to get bored;
to flirt with other brands; to spice up
their life by trying something new and
interesting.
65. Experiences form beliefs
Unique interactions
Media context
Brand associations
Momentum conveys leadership
Events
New services
Alliances and content
Media channels
Empathic Branding
Empathy drives personal relevance
Shared point of view
Shared values
Engage via passion points
Empathy! Experiences
Energy!
Perceptions
Behaviors
Peer review deepens commitment
Social media
WOM
PR
Endorsement
71. Empathy
Mapping
Strong brand equity
Weak brand equity
Strong
customer value
Weak
customer value
FOCUS
FIX
REFRAME
MONITOR
72. Experience
Mapping
More effective
Less effective
Direct impact
on goals*
Indirect impact
on goals*
INCREASE INVESTMENT
INNOVATE AND TEST
MAINTAIN INVESTMENT
DECREASE INVESTMENT
*Goals = Image / Engagement / Sales
73. Key
insights
form
the
E4
Plan
FOCUS
FIX
REFRAME
MONITOR
INCREASE
INVESTMENT
INNOVATE
& TEST
MAINTAIN
INVESTMENT
DECREASE
INVESTMENT
EMBRACE
SEED
ACKNOWLEDGE
LEARN
Empathy
Energy
Experiences
Endorsement
KPIs
KPIs
KPIs
KPIs
Cultural
Context
Percep8on
Behavior
74. Defining Cultural Context!
What the brand owns:! What the brand needs:!
Brand Equity!
Brand Empathy!
What the brand believes:! What the customer values:!
Image:! Engagement:!
Key Marketing Metrics!
Sales:!
Brand proposition:!
Brand Experiences!
Archetypal Voice:! Interactions: !!Iconography:! Channels:!
Empathic
Branding
Brief