Have you ever asked yourself why do your customers do business with you and even more importantly why they have stopped?
If you haven’t maybe you should consider trying it as it would yield some nuggets of pure relationship gold.
One such insight that I have gleaned from doing this very activity is that people buy from people and it is those personal relationships that are created that are central to your customer’s decision to use you or not.
Yes, your products may be great, or your company provides great value, but I would always contest that the main reason why some businesses have achieved 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 trustworthy, 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 the person they are.
Human Nature Allows Us To Form Close Relationships
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 and engage with your customers.
- Be genuine in your interest in them, problems and needs
- Relationships are key
- Listen and then answer.
- Respond to all messages.
- Be happy to provide introductions.
- On social channels don’t be afraid to promote other people’s posts. It is not all about you.
- Share your fears, failures, successes and what you are passionate about.
- Ask for feedback and respond to show that comments are appreciated and valued.
- Share your expertise via sites such as quora and on Facebook groups where you can answer questions.
To conclude this post I found a great quote from one of the leading lights in Social Media Guy Kawasaki who said the following:
“Just be nice, take genuine interest in the people you meet, and keep in touch with people you like. This will create a group of people who are invested in helping you because they know you and appreciate you.”
I could not have said it better myself.
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Phillip (The Curly Marketer)