This opens up the opportunity for you to personalize the customer experience. If both of these teams have the same view into the customer journey, you can avoid creating a disparate experience like this. Authenticity is important to 86% of customers and 57% believe that less than half of brands are delivering this. One in three US consumers are said to have used voice commands on their mobile phone or tablet. .

Find ways to bring your community members along on the journey to new products and ideas, showcasing that you genuinely value their thoughts and opinions. Here’s an excellent example –.

We’re certainly becoming used to these human-like interactions with brands, and communication only looks set to become more natural in future. Today’s buyers want to support brands that stand for their values and beliefs. If you knew a consumer was currently experiencing an issue with your product, you’d hold off on any marketing emails trying to sell new products. Futureproofing your brand is made easier when you concentrate on building and designing customer-focused experiences. the ability to empathise and engage like a human – will become the biggest consumer expectation of all. Lush customer service is honestly something else. And like authenticity, customers want personalization –. Another example of Pret’s human tone of voice can be found on its customer service page, which encourages customers to ‘talk to Pret’ – something that you’d usually do to a friend and not a brand. These campaigns aren’t necessarily ground-breaking in terms of what they offer customers, however they both show how emotion can be used as a form of intelligence. 60% of customers think that consumer-created content is the most authentic, so using this as part of your marketing strategy can be really effective. Consumers, therefore, deserve evidence of your support for the LGBTQ community if your brand professes sexual orientation inclusiveness as a value. So, how do brands stop sounding like businesses, and start showing some humanity? Instead, the key is to create content that aligns with natural speech. A great way to do this is through user-generated content on your social channels. With understanding a key part of what it means to be human, brands have a much greater chance of forging long-term relationships with customers if they are willing to show it. But it doesn’t take innovative technology to genuinely engage with your customers. Need something to inspire you? His first book, “There is no B2B or B2C: It’s Human to Human #H2H” reached the Top 1% of business books its first week on Amazon; he is releasing his second title “Shareology: Understanding Sharing to Power Human Business”.

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