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The Human Brand
In a digital world
Trust
Koop
Loyaliteit
Coöperatie
Communicatie
Frequentie + Inhoud
Geloofwaardigheid
Gelijkheid/Social
Presence
Waarden
congruentie
Mutual disclosure
A.o: Beldad, de Jong, Steehouder, 2010
Short, Williams & Christie (1976)
Social Presence Theory
GEDRAG VOORAL NON-CONSCIOUS
Primes SchemataScripts
++ Automaticity ---
Habits Heuristics ‘Friends’ Thinking
(Aggarwal & McGill,2007: Miesler, Leder, Herrmann, 2011)
The good, The bad & The lovely
Heider & Simmel, 1944
Theory of mind
Premack & Woodruff (1978)
Eigen wil én voelt het iets?
Gray, Gray & Wegner, 2007
met dank aan Lotte Willemsen (2016)
Wij antropomorfiseren
Guthrie,1995; Epley, Waytz & Cacioppo, 2007
Merken weten dit
Voorn, 2013
Brands are becoming more ‘Human’
A self driving car named “Iris” is trusted more
Waytz, Heafner & Epley (2014)
Stereotype Content Model ->
Brands as Intentional Agents Framework
Kervyn, N., Fiske, S. T., & Malone, C. (2012)
Verschillend gedrag als gevolg per quadrant
Sympathy
&
Indifference
Neglect
Admiration
&
Attraction
Affiliation
Loyalty
Contempt
&
Rejection
Disassociation
Envy
&
Distrust
Must cooperate/
Association
W+C uitkomsten (32 merken)
Adjusted explained variance
44
40
24
0
5
10
15
20
25
30
35
40
45
50
WoM Brandbonding Re-purchase intention
Voorn & Muntinga (2017)
W+C verschilt per categorie
38%
46%
45%
41% 40%
27%
47%
43%
33%
30%
26%
28%
19%
25%
23%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Retail Banks Insurance Charity Cars
R2Adj
WoM
Bonding
Repurchase
Toekomst
Drivers warmte en competentie??
Warmte en Competentie voor 4 grote consumer merken
voorspellen… (adj R2)
37%
35%
26%
0%
5%
10%
15%
20%
25%
30%
35%
40%
WoM Brand Bonding Loyalty
Voorn, Muntinga, Bernritter & Verlegh, 2017 working paper
Tip van de sluier
Voorn, Muntinga, Bernritter & Verlegh, 2017 working paper
Puzakova, Kwak & Rocereto (2013)
Is het hebben van een human brand altijd
positief?
Zolang je maar
een compensatie
geeft als het
fout gaat
Hello Lola !
Willemsen, Muntinga & Van den Akker , 2016
“The more consumers will trust the brand, the higher sales
will be”
(Europanel 2015)
“the slope of the relationship, which ranges from a low of 0.67 in the
UK to a high of 1.92 in the Netherlands”
Antropomorfiseren by design
• Gezichten, gelaatstrekken, lichaamsvormen
• Menselijk gedrag
• Menselijke stem
• Beweging
• Menselijke naam
• Personificatie middelen online
• Merkwerkers*
• Bovenal: bouw naast een menselijker merk vooral ook je
eigen identiteit (Willemsen, 2015 webcare)
Menselijker merken
hebben meer vertrouwen en
waarde!

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Presentatie: Ronald Voorn - The Human Brand

Editor's Notes

  1. Cast away Tom Hanks
  2. Warm Genereus Vriendelijk Competent Efficiënt Effectief.