Blog Post

Week 2 Of January's Mini-Series

Richard Lush • Jan 09, 2021

Customer Engagement: Humanizing Your Brand

Customer behaviour has changed significantly over the last few years.


Social media now overshadows one-way marketing for customers that want to build relationships with brands. Engagement marketing has taken centre stage by driving conversions through building a sustained relationship.


Customers want to interact with other product and brand users while learning new information from the business in the form of valuable content. Despite social strategy growing in popularity, social media platforms are rife with companies pushing continuous sales content with a disinterest in forming relationships with their customers.


For those looking to engage authentically, we have a few tips that you can leverage to begin forming stronger relationships:


Create Valuable Content


Value is a subjective term that largely depends on how an individual sees something as valuable. For some, that could be a helpful guide, whereas others may just be looking for something entertaining.


As a business, understanding why your audience values your product or service is an essential first step, then you can begin to strategize what content they would enjoy.


Innocent

have a strong, core brand voice that focuses on engaging with their community 90% of the time and pushing products the remaining 10%. They understand that their demographic is families, and they create content that encourages users to interact with each other.


Would the same content work for a BBQ business? Probably not.


The second step is implementing a healthy content mix. Unless your followers are in the hundred thousand range, chances are you still need to do a bit of work to educate your audience on your product.


Most businesses over saturate their profiles with sales content, product pushing and website backlinks. While this type of content is essential for conversions, it shouldn't be the majority. Adding content that speaks to the needs of your audiences creates immediate interest.


Relate to the challenges they face and tell a story about how your product was the solution. How-to and community involved content (like contests, send in your pictures and so on) are also a great way to bring people together.


Respond As A Human


Responding to comments is a must if you're looking to build a strong community. For this example, we'll be referring to Facebook pages, but this can easily apply to Instagram pages and LinkedIn pages.


When a customer comments on your post, they send you a signal that they enjoy your content (or dislike it, which gives excellent data). Innocents' tone of voice is so impactful because they respond as a person, not a brand.


No formulated scripted responses.


Customers feel like they can have a chat, rather than "enquire" about your content; this keeps people coming back for each post to engage.


Conclusion


Humanising your brand doesn't take some secret sauce only the big brands have access to, it merely takes conscious effort from brands to deliver engaging content as humans.


By looking at your current content, you'll notice where your focus is and where you can improve. It doesn't take a world-class copywriter to craft an engaging story, and it requires us to think differently about the purpose of the content.


It shouldn't be sell, sell, sell. It should be engaging, develop relationships, and convert.


Blog

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It's all about us!
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