By Mike Stiles on Jan 03, 2014
Social media is largely thought of as a brand affinity play, and far too few brand leaders know why that’s valuable.
Be honest. Does it bother you when someone doesn’t like you? Even if you have plenty of other friends, when you encounter someone that openly doesn’t want to be around you, do you find yourself frequently wondering why not?
That’s how it often works in real life. But as brands, we not only are stunningly uncurious as to why people don’t like us or use us, we don’t even care how much our existing customers like us. It’s an unnatural way to behave, and at a time when we’re tasked with connecting naturally with consumers.
There seems to be doubt around the value of building those relationships. Either that, or because the fruits of those relationships won’t show up on the ledger this quarter, building them is deprioritized. And because social is the stage on which relationship building is performed, it too isn’t given the resourcing and executive support to max out the winning of hearts and minds.
Like the buying journey itself, brand affinity is the result of variable multiple brand encounters that combine toward a result unique to each customer. No magic ROI equation. But if there can be agreement that repeat customers, existing customers increasing their spending with the brand, loyal customers who look at our brand first or only, and customers who market for us for free, all have a positive effect on revenue…then we’re getting somewhere.
Seriously? You’re telling me you see no dollar value in your customers being as cult-like about your brand as Apple’s? Others sell similar products, but Apple markets a brand experience customers are emotionally invested in. It’s part of their customers’ very identity. So yes, they’ll buy every new product sight unseen and passionately praise and defend the brand. Apple doesn’t need gimmicks…they need crowd control.
Why aren’t we all Apples? Because we haven’t been investing in the combo of product, service and culture that generates the kind of core customers that drive 80% of profits. Fame is a group activity, but you’ve got to assemble the group. Perhaps brands that see no or only passing value in brand affinity have no sales or marketing system in place to even capitalize on being loved.
You view your product as the bee’s knees (you don’t literally sell bee knees do you?), but many brands have no significant value prop differences vs. competitors. Given that, the ability to bond the public to you is make or break. So how do you do it?
The USC Marshall School of Business determined brand affinity is achieved by enticing, enabling and enriching; meaning what you offer must be appealing, it must help the customer, and it must make the customer feel empowered and “better.” With tech listening tools, the public will show you how to do those three things for them.
Will that produce returns? A survey sought to learn which airline people thought was best. Alaska Airlines won. However…a very high percentage of respondents who voted for it had NEVER flown Alaska Airlines. They thought it was best just because enthused customers said it was.
Brand affinity is among the highest-return marketing you can do.
Photo: David Playford, stock.xchng