Emotional Marketing: hacks for ease and speed for the solopreneur content-marketer
As a solopreneur content-marketer you don’t often contend with the fact that your blog readers may arrive with varying moods or feelings. These moods and emotions can make a big change to the way they see or react to your content.
Your intentions to deliver relevance, value and quality in content will get wasted. And all because the readers were in an unpleasant mood (not your fault).
Have you thought about this?
Even if you did, you may have thought you could never help the situation. After all, how do you change the way someone feels as part of your Content Marketing Strategy?
Well, there’s more and more help to hand now. Psychologists and tech companies are studying human emotions like never before. They are able to show you ways to capitalize on existing emotions of readers. And they will soon also be able to show you how to change those emotions in people to make they buy more from you.
It’s important to pay attention to the way people feel because attention-spans are becoming weak. We have to ask: can content itself reshape feelings and strengthen attention … and thus make people readier for buying decisions?
If this whole topic excites you, read on … you’re sure to find nuggets of strategy that can help you pursue your content marketing with a whole new view-point!
What is emotional marketing – and what is it’s significance?
To understand emotional marketing, we may first have to examine what emotions are. How are they different from feelings and thoughts?
Technical experts would say thoughts are ideas in the mind. Feelings are bodily sensations that appear in response to thoughts or external events. And emotions are mind-states – rather like moods. They can be things like happy, sad, glad, exuberant, enthusiastic. They can also be lethargic, pained, distressed, tired or apathetic.
Emotion derives from the word e-motion … the mood that gives rise to some motion or action. The sequence goes something like this. An emotion makes your body feel energetic or lethargic. You then get ready to act on the thoughts in your mind. Your type of emotion causes your type of energy and your type of action on a thought.
Ancient meta-physicists insisted that there are only two real states of emotion. You have energy-rousing emotions. You also have energy-dousing emotions. All emotions fall into these two categories.
Modern psychologists like Robert Plutchik have plotted many finer nuances of emotions. See Plutchik’s Wheel Of Emotions in this classic diagram below:
Why are emotions so important to content marketing? What is their significance?
Well, content marketing has a goal to make people buy your products or services, right? You need to drive people to act. If people are in a no-energy or low-energy state, they will not act. So how can you use your content to create some rousing energy in a person to make him desirous of acting i.e. buying?
First, you have to think of how you want your potential buyers to act. Second, you have to gauge their current states of emotion. And third, your content has to help raise their emotional energy to do what you wish they would.
How do you achieve this energy-rousing via “emotional marketing”? Read on …
Why and how does emotional marketing work in tandem with content marketing?
There are 4 ways content marketing can help you utilize your audiences’ moments of heightened emotion to your advantage. What are these moments of heightened audience emotion?
1. The moments when customers first come across something new
When people come across something new, there is a vulnerable moment. People always feel a flutter of something. They stop for a space and examine their feelings.
Maybe they feel curiosity, intrigue, attraction. Or maybe they feel distaste, boredom or disenchantment.
We’ve all heard of “first impressions” and how powerful they can be. We often tell people not to judge books by their covers, but that’s what happens every time. People do get their first sense of emotions about anything at the moment they first set eyes on it.
For the better or worse they make judgements that can last a long time. Once people feel “first impression” emotions, it’s mighty hard to change their perceptions.
Moral of the story: always ensure your content make a great first impression. It has to signal class, quality, authority and any other value your brand wants to reflect.
2. The moments when customers examine their hearts and preferences
At many stages of the buying journey, customers stop to evaluate what they have learnt so far. They examine how their hearts feel and what their emotions tell them. They make next-action decisions based on these emotions.
They have certain perceptions of their own. They also come across perceptions of others whom they respect or like. They pull all this together and ruminate. How does it all make them feel? Do they feel moved to decide one way or another?
In content marketing, we often say our content should match the stages of the buying journey. Experts also talk of “moments of truth” along the buying journeys. What are these?
Moments of truth (MoTs) represent points in customer journeys. People come across the need to make decisions at such moments. They feel the need to reconsider their opinions about the brand. These are the touchpoints when customers either fall more in love with your product – or turn away and leave.
Check where your customers face “moments of truth” in their buying journeys. You can then be ready to affect their emotions with the right content.
3. The moments customers examine if they have the energy to act
It’s sometimes not enough to merely affect a customer’s emotions at the “moments of truth”. They have to feel strongly enough to want to act on the emotional states created in such “moments of truth”.
Decision is one thing. Readiness to act is another. You need less emotional energy to mentally decide. You need more emotional energy to physically act.
As a content marketer, you need to increase the vigor of the content that audiences may come across at critical moments. There has to be enough motivation for action.
Most often the very visibility of a strong Call-To-Action makes people act. It’s scratches the itch to complete some step to get on with life. Make sure your CTAs appear at the right moment. Have content that helps rev up and crystallize action.
4. The way customers think they’d feel after the actions they take
Did you know that after every purchase every customer always has a moment of “buyer’s remorse”? It is a low feeling in the pit of the stomach when doubts arise on whether the decision to buy was a good one. This is particularly palpable with purchase of high-priced items.
It’s part of good customer nurturing to help your customer at an emotionally down moment. Pat him on the back with your content. Reassure him on his choice. Make him feel proud of the new ownership. Make him feel he will get others’ respect for his wisdom.
You’ll notice many ecommerce experts encourage social sharing after purchases. The idea is to spur people to tell others on social media of their new buy. When people declare their buys, they drop that unpleasant emotion of buyers’s remorse. Instead, they start feeling a sense of status and pride.
New York Times author Tucker Max boils the psychology of sharing down to one truth: “Word of mouth is a status play.” If sharing something raises your status, you will share it. That’s why this trick of giving customers a push, to share socially after purchase, works so well in content marketing.
Customer emotions that are of special interest to content marketers
4 emotions are of particular interest to content marketers because people with these emotions tend to swing to extremes – and thereby action becomes easier to elicit.These 4 emotions are:
1. Happiness – it results in more shares
Research has shown that happiness is a positive “overflowing” emotion. That’s why it can make people want to share more. Brands can improve their reach and visibility by creating happy and shareable content. Good news is a typical case in point.
People say “bad news travels fast” but actually the opposite is true. It’s good news that proliferates. A study by New York Times revealed that emotional articles received the most shares. Positive posts got more attention than negative ones.
2. Sadness – it results in more clicks
This surprises most marketers to hear that sadness produces more clicks. Why would this be so? Scientists think this can be because sad information makes us want to know if there is a happy ending that makes things okay. So we click to read the whole story with some hope.
This is a trick a lot of content marketers use in brand storytelling. They reveal the saddest part of the story in the headline. They hope people will click to read whether it all got positively resolved. Empathy for others is at the heart of this “sadness producing clicks”. This is also why sad puppy pictures often get lots of donations for animal charities.
3. Fear – it results in greater loyalty
You may have already heard of this dictum, that fear creates greater loyalty. How does it do this? When there is fear, there is a human need for community as a safe place. People want to belong with others, bond with others, and “not miss out”.
This is why content marketers use the FOMO trick (Fear Of Missing Out) to get people to sign up to mailing lists. Self-preservation via “being with the herd” is at the heart of this.
4. Anger – it results in action
Anger – especially anger against injustice – can make people take immediate action. People feel powerful when they come to the rescue of others. So, justified anger is a strong motivator for immediate action.
Anger also becomes the emotion at play when a brand’s service is poor. That’s why irate customers are so quick to air their grievances. But anger cools quickly too, since it’s an intense emotion difficult to sustain. So it’s easy to deal with a customer who is very angry. Act on his complaint immediately, and he will cool down as fast he got fired up. If you try to brush his issue under the carpet you are actually helping him hold his anger longer. You are helping him become a center of attention.
The excitement and possibilities of new emotion-detection technologies
Try to think how this would be. You have a piece of content created for your audiences. But the person reading it has arrived in a grouchy mood. That wouldn’t give your piece a chance of sinking into his mind. Right?
But here’s what can happen instead. Technology may have been enabled to read the reader’s emotions and changes your content dynamically. Mr. Grouch therefore finds his mood lightening as he reads, and he absorbs your content with glee.
Would that be great, or what?
That’s what this new Emotion-Detection technology is working to bring into content marketing. Research shows that people with negative feelings have closed-down parts of the brain. So decision-making becomes impossible.
We have to make the emotional state of the reader more pleasant first. Otherwise, the content hasn’t a chance to encourage decisions towards our brands. This applies to both B2C and B2B target audiences.
This technology is not somewhere in the future. The future is already here.
Apple, earlier this year, bought an emotion-detection company called Emotient. This company Emotient has acquired a patent for collecting and labeling up to 100,000 facial images a day. How do they do this? They use Facial Recognition technology.
Another company making huge strides in Emotion-Detection is Affectiva. See their video below to see what their entire approach to the topic is …
Where is all this heading? This is the most interesting part. At start, people found this emotion-detection interesting because they could decode reader’s emotions. The new twist is that by using this technology they want to do more than read emotions – they want to reshape emotions. They hope to be able to do this by changing content dynamically in real-time, in response to reader’s existing moods.
Tips for creating emotionally powerful content that works
3 tactics that work exceptionally well in emotional marketing are these:
1. Building trust and co-ownership via user generated content
People always feel great about something they own and feel empowered to improve. That’s why user-generated content is so powerful. It arouses feelings of co-ownership of a brand.
There is more than trust in a brand built here. There is a sense of being one of the custodians of the brand, which is a pretty powerful emotion. Let customers contribute creativity to your brand’s repertoire. They will begin to feel “part of the brand family”.
2. Keep surprising audiences to keep them in high anticipation
There is a theory called “Positive Intermittent Reinforcement”. It suggests that when people know they can expect only happy surprises, but they don’t know when these will appear, they then stay in a state of heightened anticipation and curiosity.
Figure out what your customers would love to get, and make a commitment to give it to them. Only don’t tell them when and how often they’ll get what they want. You’ll have people looking out for your content with eagerness.
3. Offering nostalgic content creates a lot of warmth and fuzziness
Of late a lot of brands have begun to tap into the feelings of nostalgia to get their content across to customers. The world is becoming more fast and technology-focused. That’s making many of us yearn for days that were slower and simpler.
Netflix for example has seen a rise in the demand for old movies with softer emotions. See if your brand too can have some association with things “olden and golden”. See how you can intersperse some “warm memory” into stark modern day content.
Some great examples of brands using content for emotional marketing
These examples below show how cleverly content marketing can use emotion to tug at heartstrings. See if they give you ideas for your own brand …
1. How Lego helps children express their imagination … and parents feel proud of their creations
It’s hard to tell who is more proud of a child’s creative achievement: the child or the parents. This is the emotion Lego taps into with this ultra-cute message of a child that has built a masterpiece with Lego bricks. Notice how the content says that whatever the shape of a child’s ultimate creation, it’s always beautiful. Awww!
2. When Volkswagen say they trash one in every fifty cars they create to give you only the best, you have hold them in awe
Remember that after World War II, selling German stuff to any other country was already tough. But Volkswagen made Germany coveted again. It was a softer Germany, but without giving up the uncompromising eye for great engineering. The very size and shape of the car was fun too, erasing all other unhappy memories.
3. UPS deliver more than couriered packages … they deliver joy and happiness
This is a content campaign with one of the greatest examples of storytelling. The UPS video shows 4-year-old Carson who makes friends with a UPS deliveryman Mr Ernie. They grow closer and closer with every parcel delivered. Ernie then gives Carson his own toy UPS truck as part of UPS’ Wishes Delivered Program. Adults would shed tears of happiness when they see this content!
4. In Steve Jobs’ memory, Apple asks us all to celebrate those who think differently
Doubtless Steve Jobs was remarkable. He was single-minded about being creative and different in a world of sameness. This is what got both him and Apple the greatest respect as unparalleled brands. Apple used that emotion of respect in people for Steve’s innovativeness. They started a whole “Think Different” content campaign.
How to measure results and success with emotional marketing
Emotional marketing is more often measured qualitatively. At best people are given a scale of 1-10 to rate their feelings. They try to reflect their strengths of feelings on such scales.
But this system is rather rudimentary. It cannot tell you both – which feelings they feel, and to what degree of intensity. When doing such surveys there is also a lot of subjectivity. Results are unreliable.
I have given below 4 good ways to get more objective metrics:
1. Try to measure Net Emotion Value (NEV)
Net emotion value (NEV) is positive emotions minus negative emotions. You can still use a scale that rates a set of positive emotions and negative emotions from 0-10. Take the average of the positive feelings and the average of the negative feelings. See which one exceeds the other – and by how much. By using this method, we get more of an overall objective understanding rather than too much subjectivity.
There are two benefits to using NEV metrics … it’s easy to set up and easy to put in place. It gives respondents freedom to choose their preferred emotions and rate their scores for these.
2. Use Sentiment Analysis for individual interactions
Sentiment analysis measures whether an interaction is positive, neutral or negative. It is also known as opinion mining. Sentiment analysis checks messages coming from customers to the business … on email or chats. It then tries to deduce feelings and attitudes. You have sentiment analysis software now that can detect some typical customer feelings … like sarcasm, surprise, anger or disappointment.
Sentiment analysis is more interested in the conversations with customers. You can use it to spot changes in emotional responses over time. Or you can decode the reasons behind customer churn.
3. Monitor Social Media for emotional temperature
Using social media analysis to detect your customer’s emotions is one way to monitor. The complexity is that you have to do it social channel by channel. Metrics applicable to different channels are different.
To track social media sentiments well, you have to limit yourself. You have to focus on a specific campaign on a specific channel. Monitor conversations, moods, feelings and language in customer interactions. You can include likes, dislikes, shares, retweets, comments. Tools like SocialMention can also help.
4. Measure User Experience on your website
Among the most common metrics to measure user experience on a website would include:
- Time spent on page
- Number of pages visited
- Degree of engagement on page
- Response to Call-to-Actions
Other factors to check would be those that can increase “dissatisfactions”:
- Mobile responsiveness is poor
- A lot of features do not work
- Sites are too slow to load
- Many pages frequently return errors
So what are your thoughts on this topic? Do share!
This post is incomplete without your input. The community of content-marketer solopreneurs would feel galvanized to hear from you … so do share your thoughts on this topic with us, in the comments field below this post.
Other articles in our series “Content Marketing Strategy”:
- Micro Marketing … Going Granular Can Help Solopreneurs Grow Faster!
- The 7 T’s Content Strategy Method That’s Do-Able For Solopreneurs!
- 20 Questions That Can Help Shape Your Content Marketing Strategy!
- Steal Your Competitor’s Thunder With Your Content Marketing!
- How ToFu, MoFu And BoFu Content Helps Profit-Hungry Solopreneurs!
- Finding Your Niche Is Easy If You’re A Perceptive, Systematic Solopreneur!
- 4 Smarts For Content Marketers To Help With Competitive Analysis!