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... emotional language had different effects in these two types of domains.

As mentioned, for hedonic things (music, movies, and novels), emotional language increased impact. Emotional reviews were more helpful and made consumers more interested in making a purchase…

For utilitarian products, however, the opposite occurred. For razors, emotionality backfired. Emotional reviews were less helpful, made people less willing to purchase whatever was reviewed.

Because while emotionality is good for hedonic things, it’s bad for more utilitarian ones. When picking and using hedonic products and services, emotion is a deciding factor. People want sports cars to be exciting, movies to be enjoyable, and vacations to be fun. So when emotional words are used to describe hedonic things, people think they’ll like those things more. But when picking and using utilitarian products and services, evoking emotion isn’t really the goal.

BergerMagic Words
p.145

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Indeed, when we analyzed the movies, we found that those which interspersed highly positive moments with strongly negative ones were more successful. Movies that repeatedly traversed from the lowest of emotional lows to the highest of emotional highs, and back again, were liked more.

BergerMagic Words
p.134

The same goes for a car. If someone says it’s fun to drive, or looks amazing, their opinion is based more on feelings. If they say it’s well built or gets good gas mileage, feelings are playing less of a role.

BergerMagic Words
p.143

Restaurants with more emotional reviews get more reservations, movies with more emotional reviews do better at the box office, and books with more emotional reviews sell more copies. Using emotional language suggests people have stronger attitudes, which may lead their experiences to have a bigger effect on others.

But rather than always being persuasive, whether emotional language encourages action depends on is the type of thing we’re trying to persuade people about.

BergerMagic Words
p.144

When marketing a product, service, or experience, for example, is it more hedonic or more utilitarian? Are people buying it for pleasure or enjoyment, or more functional or practical reasons? If it’s more about enjoyment, emotional words like “awesome” and “beautiful” fit really well. Saying a movie is “heartwarming,” a destination is “inspiring,” or a meditation app is “fantastic” not only suggests those things are good but does so in a way that encourages purchase and action.

If the product, service, or experience is more about practical functionality, however, those same positive words may backfire. Less emotional words like “brilliant,” “flawless,” and “perfect” will be more persuasive. Calling a dictation app “brilliant” rather than “awesome,” for example, should encourage purchase and use.

BergerMagic Words
p.146

Being nice is good, but eventually decisions need to be made and problems need to be solved.

And that is where less emotional, more cognitive language becomes important. Indeed, when customer service agents used more emotional language at the beginning of conversations, and more cognitive language in the middle, customers were more satisfied with the interaction and purchased more afterward.

Don’t just solve. And don’t just connect.

Connect, then solve.

BergerMagic Words
p.147-148