I rarely write about work, but today I got one of those emails that made me wonder what someone is thinking.
In this I got a recap of a meeting focused on defining “Relationship Marketing” best practices. What I think most people totally miss is that they think a consumer wants a relationship with a brand. In rare cases I think that can be true. However, in most consumer packaged goods I think that it is highly unlikely that a consumer wants a relationship with a brand; rather I think a person forms a relationship with a cherished other and the role of a brand is to enhance that relationship.
Take for example a branded broom. I don’t have a relationship with that branded broom or even the brand that made the broom. I have a relationship with my home; it keeps me warm, it gives me a place to entertain my friends, it gives me a place to relax. That branded broom enhances my relationship with my home by helping me keep it clean better than any other branded broom. When the broom wears out, I’ll probably buy another one made by that brand since it’s taken good care of my house; but the focus is entirely on my home and what takes the best care of my home. If the floors don’t get clean I’m not going to drop the home, I’m going to drop the branded broom and get another.
You could say the same for pet food: the relationship is between the owner and the pet, the food enhances the relationship by improving the pet’s life. Diapers: the relationship is between mother/father and baby, the diaper enhances the relationship by keeping the baby dry and allowing more mobility. Detergent: relationship between a person and herself/her family, a good detergent makes the clothes look better making the wearer look better; my mom uses Tide because she loves me and wants me to look my best.
So to me, if you’re going to try to do “Relationship Marketing” you have to focus on the relationship that your brand is enhancing. Focus on making the product perform the best to enhance that relationship. Focus the “Relationship Marketing” on how the person’s relationship with the cherished other is better with your brand in it.
I’d welcome other opinions on this one.