Business View Civil and Municipal | February 2021

17 CIVIL AND MUNICIPAL FEBRUARY 2021 emotion can come in a plethora of varieties. Emotion is what captures the consumer and when a story is both personable and relatable, it builds brand love and deepens the connection between the brand and the consumer. Not only that, but emotion also impacts the purchasing decisions of consumers and without it, businesses are much less likely to make that all-important sale. And if brands combine emotion with consumer needs, then they have the recipe for success. With the rapid onset of digitisation across all industry sectors fuelled by the COVID-19 crisis, the way in which a brand tells their story is having to change in order to keep up with the times and meet the newfound needs of consumers and channels. With the plethora of channels and shortening attention span of the consumers, video content is the best way to evoke emotion. Put simply, videos are more engaging and because of that, will continue to play an increasingly important role in the marketing mix throughout 2021. They are easy to understand, digest, and share and typically create a deeper connection between the brand and consumer, meaning that people will resonate with it much more. Storytelling done right No one is better at brand storytelling and investing in emotions than the world-famous Disney. From its theme parks and hotels to its films, merchandise and staff, the entire brand has been built from the ability to tell a story, and consistency of delivery. For consumers to truly connect with a brand, they must implement consistency across their strategy, messaging and storytelling. And while there may be creativity in the way these messages are conveyed, the underlying messages and ethos must remain to be consistent. The Disney experience plays a pivotal role in the brand’s story. Its narrative and essence completely come to life when consumers interact with its offerings, taking on a role within the storyline. In doing so, deeper emotional bonds are created, bringing the brand to the forefront of both people’s minds and memories. Similarly, gym-wear brand Sweaty Betty have also become well recognised thanks to its ability to tell a story. What began as a normal brand selling high-quality gym-wear that sat outside of the norm, became known worldwide for changing its narrative by becoming so much more than just a provider of gym-wear. Sweaty Betty is not only a brand for women, created by women, but a brand that listens to its consumers. Its messaging such as ‘respect your sweat’ and ‘empowering women through fitness and beyond’ is reflective of inclusivity, body positivity, and raises awareness of diversity – using its brand, products, and people to continue to tell that very story. Matthew Hayes, Managing Director at brand agency Champions (UK) plc