We love to feel personally connected to what we're consuming. As advertisers and marketers, it is our duty to create an atmosphere of inclusiveness between our audience and our brand. We want to create an everlasting brand feeling that people recognize and associate with our business. It all starts with authenticity and responsiveness with consumers.
In a study by Sprout Social in 2017, researchers found that consumers positively respond most to responsiveness from brands. That means, responding to questions or comments on your content, engaging with followers by liking or commenting on their content, or doing contest giveaways with followers.
Consumers appreciate the extra effort that companies take to personally reach out to them because we all love feeling special, right? Right.
On top of being able to immediately connect with consumers, social media allows companies to create communities with their followers. We are given the tools to have computer mediated communication (CMC) and foster relationships with consumers - something that would be unheard of a decade ago. Social media provides consumers with a specific type of immediacy that they may not otherwise get through other platforms.
In the same study by Sprout Social, they said that, "Brand personality is what connects your products to its consumers." Consumers reported that they prefer to see the honest side of companies more than anything.
Companies are able to gain trust with their consumers when they are authentic, and one of the easiest strategies for this is to be transparent with your consumers on social. Creating an authentic and honest brand personality on social is something that all companies can achieve (and should achieve).
Advertisers and marketers need to take advantage of the relationship-building platform that social media provides. There is beauty in fostering a community and creating authenticity around your brand because not only does that establish trust between the company and consumer, but it also means more revenue.
Moral of the story? Just be yourself on social (but maybe a little less dog obsessed and a little more timely).
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