Winter in a strange land is a great analogy for the tough, anxious times we’re contending with. In a foreign country, surrounded by unfamiliar choices, it’s natural to gravitate to brands that one feels close to and comfortable with.
Brands at an emotional level hold important meaning beyond the transactional. They can provide a sense of comfort, of identity, of ownership. So it’s imperative to actively nurture consumers and create opportunities for a relational bond.
Take browsing, for example. Universally, people who hang around shops without buying are glared upon by salesmen, security guards and even store managers when in fact they should be welcomed with open arms, red carpets, even a complimentary drink. Imbuing browsers with a sense of comfort and welcome can create a deep relational bond. Bookshops like Crossword in India are on the right track. Bright armchairs abound, and leisurely reading is condoned.
It’s all about creating the so-called “third place”—a spot that’s neither home nor work where consumers can feel comfortable hanging out. Brands can become the third place, especially if we embrace this idea in its broadest sense, physically (as cafes, bookshops, etc.) as well as virtually (Web sites, blogs) and emotionally (as radio, SMS, music, beauty advice, etc.). In a world of shrill messages and chaotic choices, brands that nurture the relational will win.