Should Agencies Focus Only on Emotions for Advertising?

pablo (7)It is a generally accepted norm by advertisers to focus on creation of emotional connection with people. But the most important thing to understand here is the primary cause behind the significance of emotional response and the factors that triggers it.

We all feel sad when when we come across a depressing story and tend to smile in case of a pleasant one. This has also been proved by the controversial experimentation by Facebook. For the uninitiated – Facebook manipulated the news feed of close to 700,000 users to see if the overall tone of their news-feed (positive/negative) had any effect on the tone of subsequent posts made by them. Result showed that the users were posting positive posts after getting exposed to positive news-feed and negative posts when their news-feed had negative vibes. This kind of emotional response helps brands to establish a strong connection with the consumers. The whole art & science of gauging sentiments evoked by the content, staying relevant to the target audiences, creating emotive messages are done to get a better brand recall at the point-of-purchase and eventually a positive ROI.

Emotions: Far and Wide

Most of the times, we tend to say that an emotional response is induced by an ad whenever any one of the following is felt: fear, anger, sadness, joy, disgust, trust. It can be a dancing baby, some old memories or a playful puppy. But it would be safe to say that everything that comes across us triggers some form of emotional response and that applies to ads as well. Hence emotions play far more crucial role than we actually perceive. Emotions are created mostly on the basis of mental representation of past experiences, and there are no preset emotional responses that are consistent and specific to one emotion or another. If there is something absolutely new for us, subconsciously we will first try to associate with existing experiences. When that fails, our conscious mind will take the charge to understand the scenario and direct our subsequent response.

The experiences which are quite general and invoke disgust or anger are the ones which won’t have lasting effect and in fact they will drive us away. At the same time we’re attracted towards feelings related to happiness. And it is notable that the experiences related to fear and happiness are the ones which leave a deep-rooted impression.

Tapping into Persistent Memory

Quite often advertisers avoid going into fact-based value proposition and run campaigns hoping that it’d create “emotional” connection. They want to strike the right chord and make the target audience empathize with the scene shown in the ad. Once the viewer is done with the ad, the advertiser expects to evoke strong emotional responses like happiness, shock, amusement etc. The trick here is to etch that response in the mind of the consumer and unleash the full potential of such emotions via rational thinking; finally influence the decision making.

Rational or logical thinking done by the consumer is centered around the functional benefits provided by that product. That can be done by showing elements of the product features, cost etc. The claim is reinforced by the brand by displaying the proof. Acceptable evidence and rational arguments are used to ensure that the target audience takes conscious effort to evaluate and process the information.

A car manufacturer can focus on the mileage and pricing to influence consumers who are looking for cost-efficient car. FMCG product might look at the facts related its cleaning ability. Here is an example of Ariel Prozim 2 – a kit containing a fabric piece, paints (to create stains) and sample of Ariel Prozim 2 was sent to opinion leaders to prove that it can remove the stains which are normally impossible to get rid of.


The Journey: Functional to Emotional

Some of the brands have mastered the art of delivering emotional value. For example, Coca-Cola is well known for consistently associating their brand with happiness. Right from videos, billboards, vehicle wraps, digital content (10-step happiness guide) to social media campaigns (#happiestselfie contest), they have covered all of the consumer touch points. By enabling the consumers to find happiness in the context of the Coke, they have made sure that consumers will form a strong association of joyful emotion with the brand.

The Ultimate Goal

The most successful advertising campaigns have one common element – they all make  us closely look at the promise fulfilled by the brand by giving a favorable experience. The emotional aspect will be ingrained in what the brand has been delivering over a long period of time. Thus, established brands like Coca-Cola and Starbucks have moved to a stage where they can afford to not show the functional benefits.

Starbucks did a campaign called “Meet Me at Starbucks” and the video given below is a part of that campaign. It is centered around a deaf woman in Honolulu who told that she couldn’t connect with others during conversations until she came to know about a group of deaf friends who held meetings at a local Starbucks.

A new brand’s ultimate goal might be to get into the delivery of “emotional benefits”, but to do that they still  need to prove the delivery of “functional benefits”.


We need to understand that emotional and rational appeals go hand in hand. Although the emotional connection will be able to create some form of response, a rational connection will be required to give the last mile push and unleash the full potential of emotion. This will truly help people to be cognizant of the brand choice and make them satisfied with their final decision. If the piece of advertising is only focused on creating some form of emotion, then the question remains – whether it will ever be able to help the consumers take a conscious decision?

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Brand Personality: The Dark Horse of Startups

brand personality quoteA brand is the biggest asset that any company can own. Branding is not just about a beautiful logo, a snazzy tag line or a great story – its purpose is to convey what does the company stand for, what is the message and why should one buy into it. But in startups things are not quite clear. It is highly important for a startup to generate revenue before burning the seed money. None can be sure that the product would actually fit the market, what exactly should be the message and only god knows how many iterations would be required. Going live by putting all the energy and actually making a difference to the life of customer is a journey filled with excitement, fear, anticipation and eagerness. After all this It’s not very uncommon for startups to pivot into something else. For example m-shopping app Tote pivoted to Pinterest and a gaming venture called Glitch pivoted to Slack.

But, there is one inherent element in every start up that doesn’t change until it is completely shut down – the founders and core team. The human personality of the founders will surely get rubbed off to the startup and just like human personality a startup will also develop a personality. It’s simply the combination of the way a startup feels, sounds, looks, behaves and provides experience. And that gives the very reason why people would actually like the startup.

Zappos as a brand isn’t all about shoes or clothes, they are a brand known for making customers happy with the service and experience. The company culture and actions taken by the employees reflect that. Customers perceive them as honest, passionate, open and empathetic.

Why is it important to have a brand personality?

Differentiating in the clutter:

In the fast growing tech ecosystem, it is not very difficult to develop a me-too product within a span of 3-4 months. When a customer comes across a new product for the first time, they absolutely don’t know anything about it. It is perfectly reasonable to differentiate the startup from the others with a unique personality. If you are funny, make sure the customer chuckles while reading the website copy or product description. If you are truly customer obsessed, answer to your customer query at 3 AM in the morning. Make them remember you for what you stand for and shorten the buying decision-making process.

The way startup’s employees engage with the customer can be completely different and the same can’t be copied by the competitors. If they are able to build an emotional bond with the customers, there will be a high probability of customers sticking to that particular product.

In case of Duolingo, a cute owl named Duo gives the users helpful advice as they start learning new languages. It gives a fun and friendly personality to the product which sets it apart from its competitors which are formal and grave.


Hiring and retaining employees is a key challenge for any startup. According to a research conducted by CB insights in 2015, out of 135 failed startups, around 25 startups failed because they hired wrong people. There has to be culture fit between the startup and the employees. It is a general human tendency to associate with similar group of people. By integrating brand personality with the hiring process, it can be made sure that the employees also value same set of priorities as that of the company. This way the company culture will remain intact across all the levels and prospective candidates who are able to associate themselves with the startup would be attracted to join.

Let’s consider the example of Netflix – they have a high performance culture where an employee can be laid off for consistent “B-level” performance. People who prioritize stability and security over performance won’t like to be a part of such type of company.

Attracting investor:

Getting investment for start up is similar to getting married to the investor. Both parties should have a match in terms of vision and mission. The brand experience provided by the startup gives a sneak peek into the personality, vision and seriousness of the founder for the product. It helps in filtering out the mismatch from the very beginning and saves time and effort of both of the parties. Here is an article that explains why Andreessen Horowitz invested $15 million in Rap Genius. You would be able to notice that one of the most important factor was the matching mindset of the founders and investors i.e. the broader mission to annotate the world.

Examples of brand of personality in startup world

There are many ways a start up can build its brand personality and there is nothing called as one-size-fits-all in the marketing dictionary. Now let’s go through some of notable examples.

    • Ride-hailing service provider Lyft has raised less money than the mighty Uber.So it’s difficult for them to fight with Uber on pricing front. But Lyft has something that Uber will never have – the personality. With the big pink moustache and the outgoing drivers Lyft has developed a fun-loving friendly personality based on community and socializing.

Lyft Brand Personality

    • Warby Parker has created massive amount of good-will with its buy-a-pair, give-a-pair program. When someone purchases the eye-wear, Warby Parker donates money to their non-profit partner VisionSpring. With this approach they were able to build a compassionate brand personality along with initial growth.

Warby Parker

    • Bonobos, an e-commerce company for apparel is known for its extraordinary customer service. Their motto reads: “people before profit”.

bonobos people before profit

    • Zendesk, a cloud based customer service software uses a jolly buddha and all of its communication to establish a personality that embodies calmness (like a true zen master), friendliness and earnestness of a true customer care representative.

zendesk buddha

        • In a market dominated by Gillette, subscription based razor company Dollar Shave Club made a mark with humor and authenticity.

A quick guide to craft a clearer brand personality

We’ll go through a widely accepted brand personality framework devised by Jennifer Aaker (award-winning Professor of Marketing at Stanford Graduate School of Business). According to this, brands can be associated with five different types of personalities and these are further divided into different attributes. For the sake of simplicity we won’t go deep into these attributes. Now, have a look the following table:

TRAITS Perception
SINCERITY honest, genuine, cheerful, domestic
EXCITEMENT daring and spirited
COMPETENCE responsible, reliable, efficient and dependable
SOPHISTICATION charming, glamorous and romantic
RUGGEDNESS strong and tough

Now tick off wherever you are able to associate your startup with the traits listed above. Once you finish this exercise, you will see the canvas to paint the brand personality.

The takeaway

Creating a strong brand personality that resonates with the customers lies at the intersection of customer insight, company value and competitive landscape. Above all, the expression of the personality must be authentic and deep-rooted in the company values. Most amazing thing is that the personality can never be manufactured or feigned, as it ingrained in the DNA of the company and that makes it highly visible.

Think of the personality as an interface between the strategic decisions made by the startup and the way the world perceives it. It conveys the values the company believes, in a truthful manner.

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