The Complete Guide to Empathetic Marketing

Profitable empathetic advertising is about connecting your viewers and your model. That doesn’t imply simply throwing advertisements at your viewers. It means creating actually helpful property — content material that serves clients’ wants and addresses their most vital ache factors.

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This sort of content material is way simpler to create when it is knowledgeable and pushed by empathy. Once you put your self in your clients’ sneakers, you possibly can extra simply acknowledge struggles and suppose critically about one of the best options.

Beneath, let’s go over why empathetic advertising is such a strong technique for companies of every kind and sizes, ideas for infusing extra empathy into your advertising, and some real-life examples of empathetic advertising in apply.

Desk of Contents


The Advantages of Empathetic Advertising and marketing

As Dr. Brené Brown notes, “Empathy is feeling with folks.”

Exhibiting empathy in your advertising helps construct belief between your model and your clients. And through a time when extra shoppers are shedding confidence in manufacturers, model belief is a serious win when you can obtain it.

A 2022 PwC survey discovered that solely 30% of shoppers have a excessive stage of belief in firms.

If you will get on the opposite facet, nonetheless, you might be in your approach to changing into one of the crucial trusted manufacturers by shoppers.

All it takes is a extra insightful perspective on the place your buyer is coming from, their wants, and the way your model will help them meet their targets.

Ideas for Empathetic Advertising and marketing

You recognize you wish to infuse extra empathy into your advertising, however how precisely are you able to try this? Listed below are one of the best tricks to bear in mind if you wish to be an empathetic marketer.

Put the client on the forefront.

Empathetic advertising begins and ends along with your buyer, so it solely is sensible to place their needs and wishes on the forefront.

Empathy is about understanding one thing from one other’s perspective by seeing one thing via their eyes. To empathize with clients, think about their expertise along with your model. Take a look at your services or products from their viewpoint, and take into consideration every step they might take.

Higher but, you possibly can observe real-life buyer journeys to see their actions when procuring in your website or digesting your content material.

To really perceive your clients’ experiences along with your model, take time to dive into every step of their journey so you possibly can higher perceive what they might need or want throughout every stage.

Be open to suggestions.

Working in a vacuum is straightforward as a result of that’s how they’ve at all times been carried out. However to actually apply empathy in your advertising, it’s important to deliver your clients into the planning side so you possibly can hear straight from them.

They’ll share what they wish to see out of your model or what ought to be modified.

To gather suggestions out of your viewers, go on to the supply. Run a survey or host a spotlight group to study precisely what your clients’ challenges are, what they want, and the way they view your model.

These insights will help you higher perceive how your services or products performs a job in serving to your clients navigate their challenges or obtain their targets.

Your clients will let you know if the messaging doesn’t land. Be open to shifting your strategy if that’s what it takes on your message to resonate.

All the time be listening.

Whilst you ought to at all times acquire direct suggestions out of your clients and viewers, gathering insights that they don’t personally share with you is important. Folks are typically extra trustworthy once they aren’t speaking on to a model or suppose the model gained’t see their feedback.

Take note of the general sentiment when your model is talked about on-line to see the overall emotions in direction of your organization, whether or not constructive or detrimental.

Tune into your clients’ conversations, the suggestions they’re sharing about their expertise, and their basic sentiment about your model. You are able to do this by monitoring social media feedback, testing opinions in your website, or monitoring opinions on third-party websites.

Be real.

Understanding your viewers and their varied wants is important to empathetic advertising. The very last thing you need is to interrupt their belief. Being faux or placing on a persona is the quickest means to try this.

Everytime you share content material or conduct outreach, be real in your strategy. Transparency goes a good distance in being genuine, so at all times lead with empathy if you would like your content material or messaging to resonate.

Present your buyer with the proper content material.

After the entire listening and empathizing you’ve carried out, it might be a disgrace to not put that studying into apply. And but, some manufacturers proceed to share content material their viewers isn’t occupied with. That is the very last thing you wish to do.

If you need your advertising strategy to resonate along with your clients, delivering the content material you promised them is important.

After working surveys or focus teams, discover how one can regulate your product, messaging, or communication channels to higher meet the wants of your most loyal clients.

Empathetic Advertising and marketing Examples

Now that what empathetic advertising is and tips on how to incorporate it into your technique, let’s stroll via eight manufacturers that nail empathetic content material advertising throughout varied media.


With the tagline, “Contemporary, handmade cosmetics,” LUSH is a magnificence model that’s all about pure merchandise.

As such, we see its radical transparency within the “How It’s Made video collection, the place LUSH goes behind the scenes of a few of its hottest merchandise.

Every episode options precise LUSH staff within the “kitchen,” narrating how the merchandise are made. Lush visuals (pun supposed) showcase simply how pure the substances are.

You see mounds of contemporary fruits, tea infusions, and salt swirled collectively to turn out to be the product and love. It’s equal components attention-grabbing and academic.

Why This Works

LUSH clients wish to purchase magnificence merchandise which can be actually pure. They care about utilizing contemporary, natural, and ethically sourced substances — therefore why the movies function colourful, close-up photographs of freshly-squeezed pineapple and jackfruit juices to drive that time dwelling.

Taking clients contained in the manufacturing facility and exhibiting them each a part of the method — with a human face — assures them that they’ll eat these merchandise with peace of thoughts.


LinkedIn Expertise Options offers HR professionals the instruments they should enhance recruitment, worker engagement, and profession improvement practices inside their group.

LinkedIn Expertise creates useful content material on a devoted weblog to complement these instruments. The weblog gives ideas that deal with the challenges of the expertise business. LinkedIn additionally develops stories providing deeper perception into totally different business sectors, akin to this Office Studying Report.

Empathetic marketing — One of the graphs from a LinkedIn Talent report on Workplace Learning showing that 83% of organizations want to build a more people-centric culture while 81% of L&D departments are helping.

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Why This Works

One efficient empathy advertising tactic is schooling. LinkedIn needs to empower its viewers to do work and rent higher (and use its product to take action).

This report is only one instrument that provides its viewers deeper perception into the business whereas positioning the model as a strong useful resource.

By means of choices like this, clients study that they’ll depend on LinkedIn as a trusted supply to information them in the proper route, and LinkedIn can proceed to offer options via its product choices. It’s a win-win throughout.

The Residence Depot

The Residence Depot is a house and backyard provide retailer that caters to all kinds of builders and DIY-ers — whether or not you’re a building employee constructing a gazebo or a homemaker experimenting with gardening.

In different phrases, their content material should cater to numerous demographics.

Residence Depot is all about DIY, so its advertising focuses on what its provides will help you do.

This “ Plant a Wildflower Backyard with Seeds” information teaches shoppers to develop their very own wildflower backyard utilizing seeds, frequent flower varieties to plant, and what provides they want. It even outlines the issue stage and estimated time to finish the mission.

Empathy in marketing example: The Home Depot offers a beginner’s guide to planting a wildflower garden on its website which showcases empathetic marketing in action.

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Why This Works

As one of the crucial trusted manufacturers by shoppers, Residence Depot is aware of its clients depend on the shop to provide them with DIY instruments and navigate these hands-on tasks — with a bit of encouragement alongside the best way.

This fast information delivers on these wants and evokes clients to take motion.


We’ve seen nearly each twist on gum advertising: horny encounters, romantic trysts, and extra. Additional is pushing previous that narrative.

The model realizes that gum is a seemingly mundane product, however its omnipresence means it’s there for a lot of of life’s little moments.

Therefore, the #ChewItBeforeYouDoIt marketing campaign is all about taking a second to chew a bit of gum earlier than doing, saying, or performing throughout your every day life. Additional means that doing so could be the distinction between a superb second and an ungainly expertise.

n Instagram post from Extra Gum that says “hitting ‘reply all’ on an email” followed by the brand’s campaign tagline, “chew it before you do it.” This post is an example of using empathy in marketing.

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Why This Works

In some ways, gum is a product meant to boost intimacy, making your breath contemporary for extra closeness. In our techno-connected world, these on a regular basis moments of intimacy are sometimes missed.

This marketing campaign pertains to common moments we’ve all skilled and factors out how one thing so simple as chewing gum could make a distinction in your day.


Microsoft gives a variety of merchandise from Azure to Microsoft 365. Many of those merchandise are typically utilized by builders to construct their very own platforms or instruments. To ensure these builders are supported, Microsoft created communities.

These communities assist builders join and study from each other and are organized into totally different product classes, akin to Microsoft 365 or gaming. Folks can tailor their expertise based mostly on what matters they’re occupied with.

Empathetic marketing example — The landing page for Microsoft’s developer communities which houses several online communities for developers to connect and learn from one another.

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Why This Works

Builders are at all times searching for ideas and tips for utilizing their go-to instruments, and whereas there are numerous digital channels from which to study, going straight to the supply is at all times an important possibility.

By means of interactive communities, Microsoft ensures builders can get the help and coaching they should use its instruments and even join with others.


In a world the place Pinterest dominates, Michael’s chain of craft shops is making a play to seize its personal viewers by itself properties. The model offers craft tutorials and product options on a tasks web page on its web site.

These tasks provide step-by-step directions on creating varied crafts for inexperienced persons and superior crafters alike.

Every mission on the positioning additionally contains hyperlinks to supplies you might want that may be present in Michael’s on-line retailer. If you need extra assist along with your craft, Michael’s even gives digital and in-store courses for choose tasks.

Craft store Michael’s shows empathy in its marketing with a projects page on its website that provides step-by-step instructions for DIY projects.

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Why This Works

Crafting is an thrilling pastime, however not with out its personal frustrations. Offering helpful ideas and hacks on tips on how to do issues higher by way of a free publication helps readers do extra of what they love with fewer complications.

Moreover, followers get to share their enthusiasm via social through the use of the hashtag #MakeItWithMichaels, serving to Michael’s prolong its attain to a much bigger crafting viewers.


JetBlue is a model recognized for excellent customer support and humor. At this level, we all know the place it flies and we all know its hook, so its advertising wants to increase past the companies offered.

As such, JetBlue’s content material focuses extra on the world of flying and the experiences all of us have.

JetBlue is a model recognized for excellent customer support and humor. At this level, we all know the place it flies and its hook, so its advertising wants to increase past the companies offered.

As such, JetBlue’s content material focuses extra on the world of flying and the experiences all of us have.

JetBlue addresses each sort of buyer who might fly on its planes, from households to pets to youngsters. That’s one purpose the airline launched JetBlue Jr., an academic video collection for youths ages 7–10.

The movies go over all kinds of aviation matters, from vocabulary to physics, in an entertaining and digestible means for youths to study.

Why This Works

For those who’re a guardian, you understand how a lot of an enterprise it may be to fly with youngsters.

Model advertising isn’t usually tailor-made to youngsters, so it’s refreshing to see JetBlue take into account all passengers and empathize with a guardian’s want to maintain their children entertained whereas touring.

Girlfriend Collective

Girlfriend Collective is a sustainable clothes model. Whereas it has a loyal following, it’s at all times trying to find methods to extra deeply join with its viewers. The corporate’s electronic mail advertising channel is a incredible outlet for that.

Girlfriend Collective makes use of electronic mail to share new merchandise or upcoming launches. The model additionally typically makes use of a focused strategy to assist clients make buying selections, sending extra customized emails.

One electronic mail from the model was extra private than most and confirmed deep empathy and understanding for its viewers.

Earlier than Mom’s Day, Girlfriend Collective despatched this electronic mail to clients, permitting them to choose out of receiving Mom’s Day promos.

An email from Girlfriend Collective that gives customers the choice to opt out of upcoming emails that will feature Mother’s Day gift ideas, which is a great example of empathetic marketing.

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Why This Works

Holidays like Mom’s Day or Father’s Day could be emotional for many individuals for varied causes. Girlfriend Collective gave its viewers a option to choose out of seeing these probably triggering emails, which not many manufacturers take the chance to do.

This transfer demonstrates that Girlfriend Collective cares about its clients and sees them as people.

Able to Attempt It?

Method the content material you search to create from a perspective that places others’ needs, wants, and desires earlier than your individual. That is the neatest approach to develop an viewers.

In doing so, you’re exhibiting folks that you just care about them as people, at first. Folks wish to work with (B2B) or help (B2C) those that they like and corporations that they consider “get” them.

You may at all times speak about your model and what you’re peddling as soon as a connection and a relationship are established. However when you do issues proper, folks might be drawn to you, and also you gained’t ever need to toot your individual horn.

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