Humanizing Your Brand To Increase Customer Experience
Why You Should Humanize Your Brand
When conducting business, especially online, it’s important to humanize your brand.
The ability to put yourself in the shoes of the consumer will allow you to produce relatable content. Remember, the consumer wants a brand that is responsive to and interacts with them as individuals.
As you know, there’s nothing worse than receiving a standard email from info@companywho’stoobigforyou.com .
This can also be the case, in person, for businesses.
Let’s look at banks, for example.
You walk in to discuss your finances and are immediately seated in a small chair across from someone in a bigger chair than you. They’re wearing formal attire. You aren’t.
Immediately, there is disconnect between business and customer. If you want the customer to spend, you have to create a comfortable environment.
I’m not saying your banker should be wearing a sleeveless shirt and flip flops, but his office should be inviting.
Now, back to online.
When people interact with your brand, they don’t want a robot sending generic responses to every query. So, spend the time and personalize the responses. This will not only magnify engagement with customers, but will create a more positive experience, ultimately leading to greater sales.
How will it lead to greater sales?
Word of mouth is the most important element of your reputation. As a result, customers become your strongest advertising agent. They can either advertise you as a great company or poor company. It all depends on their personal experience with your brand.
Now, let’s look at the restaurant industry.
If you’re looking to go out for Italian food in an unfamiliar city, what are you going to do?
Most people will look online or ask a local for advice. If you go online, you’ll probably end up on Yelp or a similar review site. These sites hold a lot of weight, because they contain authentic reviews (for the most part).
If you ask a local, they’ll do two things: (i) they’ll tell you which places to avoid like the plague; (ii) they’ll tell you about places they had great experiences.
Every restaurant is striving for “brand ambassador”. These people are the engine behind word of mouth marketing.
What does this mean for your brand?
Evaluate yourself honestly. Do you respond to customers within a reasonable time? Are you easy to get a hold of? Do you create a positive experience for your customers?
If the answers are less than flattering, it may be time to re-evaluate.