Is Your Brand More Robot Than Human?

I have always maintained that by asking your customers why they do business with you it would yield some nuggets of pure relationship gold.

One such insight that I myself have gleaned from doing this very activity is that people buy from people, and that it is those personal relationships that are created that are central to a buyers decision making process.

Yes your products may be great, or your company provides great value, but I would always contest that the main reason why those businesses that have endured long running success, is down to the fact that they created an emotional connection with their customers and subsequently bestowed a positive perception onto their brand.

Traits such as trust worthy, dynamism, helpful, engaging, listening, responsive, creative, inventive and problem solving are all human traits which allow us as individuals to create and build a picture of someone else and the character of person they are.

It is this human nature that allows us to form close relationships and bonds with certain people.

Therefore, I feel it stands to reason that people will gravitate towards those companies and brands who they feel an emotive and almost human connection with, and who share and represent their belief structure and almost, if you like, represent them.

In other words brands that become human in their very interaction with their customers I believe have the ability to create deep lasting bonds and connections.

So How can you make your Brand more human?

You need to talk converse with your customers. See them as more than an account or a sales value.

Be genuine in your interest of them, what's going on in their lives or business, really strive to solve their problems and reward them for just been your customer rather than when they hit that supposed magic purchase milestone.

Relationships are key, so you have to focus on building them for your business as you would for yourself personally.

Listen and then answer. People like to feel their concerns and worries will be taken seriously.

Respond to all messages. It is rude not to, plain and simple, and destroys any brand credibility you will have built up or would hope to create.

Be happy to provide introductions between people who follow you and your company through various social media platforms.

On social channels don't be afraid to promote other peoples posts. It is not all about you but instead you will be seen to be giving back some recognition.

Share your fears, failures, successes and what you are passionate about. What better way to show people what you and your company stand for and that there is that human element to the business.

Ask for feedback and respond to show that comments are appreciated and valued.

Source: http://www.philliptwyford.com