Why is this? Apple might be a visionary company with a strong grasp of what’s hip. Yet I believe Apple’s appeal lies in something more than trends, something deeply ingrained in our psyche: relationships.
We don’t simply own products; we have relationships with them. Intimate ones at that. We are in a state of courtship with every brand in existence. Each of them wants to be a part of our lives, and each wants love in return. Thinking about our relationships with particular products and brands in the same way that we think about interpersonal relationships yields interesting insights. When we decide to bring a person or product into our lives, we must first evaluate our options. The criteria we use to decide whether we love, hate or are indifferent to another person are the same we use to judge a product or brand.
There are many types of relationships, but we can put brand-consumer relationships into three categories: acquaintance, friend and lover.
When someone purchases a bag of apples at the grocery store, they’re demonstrating an acquaintanceship with apples. They’ve interacted with apples before, but there’s no deep attachment, and there has been very little bonding with the product.
The next step up — friendship — emerges because of branding. For example, I always purchase a certain brand of gum. I’ve come to know the brand and its offerings, and I enjoy having its product in my life. We’re friends, but that’s where the relationship ends. There’s no romance involved, and no longing or desire is felt.
Only certain brands manage to take the step from friend to lover. Apple is one of the most valuable companies in the world. It also provides a useful model of consumer courtship. Just about any iPhone user will proudly tell you, like a love-struck teenager on prom night, that they “love” their phone and would be “like, totally lost without it.” There are dozens of cell-phone manufacturers, but only one iPhone. Successful visionary companies, such as Apple, have mastered the art of relationship engineering.
Love is often likened to fire. In the early stages of a relationship, things start heating up. As the love grows stronger, the flames grow higher. When a relationship falls apart, we say that the fire has gone out. Whether someone lights or douses your fire has to do with the two core aspects of their being: how they appear on the outside and who they are on the inside. That is, a person’s appeal is based on two things: looks and personality. Let’s take a closer look at each of these aspects of appeal and examine how they influence people into relationships with brands and products.
Attractiveness spurs lust. It’s a simple cause-and-effect paradigm ingrained in our very nature. We all long for the cute guy or girl in class, and that same desire guides us when choosing a product.
Since the days of Plato, philosophers and artists have tried to pinpoint exactly what makes something aesthetically pleasing. No universal formula for beauty has ever been agreed upon. Beauty is subjective. The designer’s job is to appeal to the collective subjective, or the average of personal preferences. Doing so ensures a product appeals to the largest audience possible.
Making your product visually appealing is not superficial. In fact, design is often a product’s primary competitive advantage. iPod wasn’t the first MP3 player on the market; it didn’t have the largest capacity; it didn’t have the most features; and it certainly wasn’t the cheapest. It was, however, sexy. It was simple and self-explanatory. Its scrolling wheel was as intuitive as it was revolutionary. Perhaps most importantly, it introduced a unique and (now) iconic form factor. The market had been flooded with matte gray devices with black headphones, but this entrant had a clean white front and mirrored back. Even the earbuds were white. Many people tuck their devices into their pockets, which makes the headphones the most visible hardware. Apple exploited this and turned the earbuds into a mnemonic device. Spotting someone with white earbuds, even from afar, immediately told you which brand was on the other end.
The iPod now accounts for well over 70% of the audio-device market. Why? I think it’s because the iPod is just more distinct than its competitors. In a market full of brunettes, the iPod is Marilyn Monroe.
Facebook vs. MySpace
Facebook has more than 500 million users, and that number is growing steadily. MySpace has plateaued at around 125 million. How has MySpace, once the leading social network, fallen behind by such a large margin? There are a number of reasons, but design seems to be one of the most obvious (Newsweek and Mashable seem to think so, too).
Much to its detriment, MySpace allows users to apply their own style sheets. I can imagine the brainstorm that led to this decision: “Wouldn’t it be great to let users customize the look of their page? People love to make things their own and flaunt their personalities. This will surely encourage new users and give us the edge on Facebook. Hurrah!”
MySpace somehow failed to realize that most people’s design education consists entirely of WordArt tutorials taught by Microsoft’s Clippy. Perusing MySpace profiles is torturous. Hideous background images overshadow content, while animated GIFs and illegible text make for an irritating user experience.
Facebook realized that people want to connect with friends more than they want to customize style sheets, so it offered users a clean and uniform interface. Everything was nicely designed; nothing was gaudy or tasteless. The whole experience was much more visually appealing. While MySpace was pushing personalization, Facebook was refining a community to change the way we interact.
To Sum Up
- People are programmed to judge by appearance, so every interaction they have needs to be groomed to visual perfection.
- To maximize appeal, designers must be observant of the collective subjective.
- Design is not superficial. It can be your greatest competitive advantage.
- Visual distinction becomes a mnemonic device for your product. Incorporate it to increase awareness and encourage recall.
- Allowing others to control your appearance, while nice in theory, can lead to chaos and brand deterioration.
As we get to know someone, the novelty of their appearance fades, and something more substantial is required to maintain our interest. We start looking beneath the surface and noticing abstract qualities: intelligence, sense of humor, likes and dislikes, ambitions. These qualities have the power to shape how we see the true person. A person’s personality — the DNA of their character — builds lasting appeal.
Character compatibility forms friendship and love. Looks alone might seal the deal for a one-night stand, but acceptance of personality is required for healthy long-term relationships. We’re often told to “be ourselves.” This is good advice. Like a pheromone-ridden glue trap, flaunting your personality attracts and ultimately bonds you with like-minded individuals.
Personality has this effect in the commercial realm as well. Aligning yourself with your target audience is critical to success. I’m sure this is excruciatingly obvious, and many organizations are already tuned into their demographics, but many others either are too shy to display personality or fail to do so properly.
Humor is one of personality’s strongest pheromones. If done right, humor evokes laughter. And yes, laughter is enjoyable in itself, but have you every wondered why we laugh? Anthropologists are discovering that laughing is not necessarily something we do merely for enjoyment, but is actually a subconscious technique that builds rapport. By laughing, we indicate to others that we agree with or accept them. Dr. Robert Provine, who has done extensive research on how, when and why we laugh, likens laughter to a glue:
…“Ha ha ha’s” are bits of social glue that bond relationships… When we laugh, we’re often communicating playful intent. So laughter has a bonding function within individuals in a group.
Applying a coat of humor to your product or advertising campaign is a great way to spark the subconscious urge to bond. Just make sure people are laughing with you, not at you.
Going back to Apple, its “I’m a Mac; I’m a PC” ads focus explicitly on personality by actually personifying brands (Apple and Microsoft). The casual dress and easygoing nature of the Mac character exudes fun, simplicity and intelligence, especially when juxtaposed with the conservative, uptight PC character.
Also, the subtle dose of geek humor gets you laughing (and thus successfully bonding) with the Mac, and laughing at (disapproving of) the PC. These ads strengthened Apple’s reputation as a hip, intelligent, friendly company, while pegging Microsoft as uptight and out of touch with users’ needs.
Microsoft attempted to salvage its reputation by recruiting — or shall we say, throwing money at — Jerry Seinfeld, who starred in a series of ads alongside Bill Gates. For personality, Jerry Seinfeld is a great candidate. He’s famous, his show had some 75 million viewers, he understands everyday people with everyday problems, and he’s funny.
In a swing-and-miss attempt at comedy, the ads follow Bill and Jerry as they “connect” with “real” people. Is it me, or do these ads actually enhance the perception we have of Microsoft as unhip and out of touch?
Digg vs. Reddit
Have you seen the top story on Digg today? Neither have I. A year ago, I would have been able to recap all of the top stories for you. The website was powered by people like me, so I came to rely on Digg to keep me up to date on topics I was interested in. My personality meshed with those of other Digg users, and visiting the website became part of my daily routine. Yet I rarely visit this social-bookmarking website anymore. Instead, I look to Reddit for my democratically selected links.
What has changed? Ever since Digg released version 4, back in August, content quality has dropped significantly. Front-page stories lack relevance, top stories are now decided by far fewer Diggs, and the sponsored links disguised as genuine articles sour the whole experience.
Digg’s personality changed. It destroyed the very foundation upon which it was built. Suddenly, publishers could auto-submit content and bypass the users who once acted as a filter to determine whether articles were relevant to the Digg audience. No longer was Digg a democratic platform. The power shifted from user to publisher. In other words, Digg sold out.
This personality switch rightfully pissed off the core user base. Alienated users began flocking to… well, an alien. Some stayed to plead with Digg that it revert to its earlier version. Digg refused. In revolt, users began to submit direct links to Reddit. Within months, Digg crumbled and users flocked in hordes to Reddit.
Reddit offers a platform similar to Digg and, despite being owned by Condé Nast, lacks the tinge of corporate influence. Before Digg’s redesign, Reddit was serving a respectable 429 million page views per month. Condé Nast has just announced that Reddit now serves more than 1 billion. That’s more than double its pre-Digg-blowout numbers and a 300% increase over its January 2010 figures. Digg has finally pulled some of the features that led to the mutiny, but it might be too little, too late.
A valuable lesson can be learned from Digg: stay true to yourself. With followers come expectations. Personality attracted them, and every action that is out of character will push them away. Introduce advancements incrementally, and users might put up with it; change drastically, and they’ll leave.
To Sum Up
- Personality builds rapport. Don’t be afraid to flaunt it.
- Laughter is a powerful social glue, but use it with caution. You want people laughing with you, not at you.
- Define your personality and stay true to it. Out-of-character actions will be seen as inauthentic and will alienate your audience.
Studying the art of seduction and the rules of relationships can help you craft engaging user experiences and forge strong connections with users. Getting your audience to fall in love with your product is no easy task. It requires a holistic approach involving members of every team. As interactive professionals, our work bridges brand and consumer. We are the cupids of commerce. Sharpen your arrows; it’s time to spread some love.
This has been the first in a two-part series on relationship engineering. In part two, we’ll explore the art of maintaining a relationship and how to trigger purchase recursion via timely break-ups. Stay tuned!