The power of emotion: Brand communication in business-to-business markets

Abstract

In increasingly competitive markets, branding is of growing interest to business-to-business (B2B) firms. Despite an increased interest in branding, and the predominance of branding in consumer markets, B2B branding has received scant attention from academics. In this paper it is argued that organisational buyers can be influenced by both rational and emotional brand values and that B2B brands can surmount functional capabilities to create an emotional connection with buyers. The development and communication of emotional brand values may enhance the potential for value creation and be a means of developing a sustainable differential advantage. For B2B brands to connect with organisational customers, emotional brand values need to be communicated effectively both within the organisation as well as externally through the industrial sales force. A model is proposed that shows how B2B brands should reflect a greater balance between functional and emotional values. There is a clear need for further research into the way in which brands are used, communicated and perceived in B2B markets.