Integrating Your Brand Into Streamlined Customer Conversations

Customer relations are integral to a brand’s success. Maximizing your brand’s value requires understanding how to best respond to your customers’ needs. A strong relationship between your brand and customers ensures loyalty, builds trust, and improves your products and services.

Several companies have demonstrated this business strategy as part of their pillars for success. Apple, for example, with its $123-billion revenue in the first quarter of 2022, relies on customer relations as a foundation of its ever-growing success. It continuously explores solutions to reduce friction in handling customer service requests. As an illustration, its online support center is easy to navigate, with easy-to-follow links and a wealth of information that allow customers to solve the problems themselves. They also offer a 24/7 live chat and telephone support system that uses both artificial intelligence and real-human interaction to provide the assistance that their customers need. Moreover, all those touchpoints are extensions of their brand image. Through these kinds of services, a company can send out a message that they put their customers first.

The book, Building a StoryBrand, emphasizes that without a clear, distinct message, customers will not understand what you can do for them. As a result, they can refuse to engage and cause you to lose potential sales and opportunities for customer engagement. The author, Donald Miller, teaches businesses to harness universal elements of powerful stories to improve their relationship with their clients dramatically, using their brand voice and personality. As emphasized in Building a StoryBrand, customer relations are valuable to any industry player–from top leaders of multinational corporations to owners of small businesses. Having a compelling message to deliver to your customers requires engaging with them on a more personal level. Today we’ll talk about three ways to integrate your brand into streamlined customer conversations:

Stay true to your brand personality

Maintaining your brand’s authenticity is essential in bolstering your value as a company. Showing the customer that your identity is more than just making a profit is just as important as your products and services. By creating a distinctive company culture marked by respect, trust, and communication, you can create customer-focused traditions that take root in your internal systems. For example, JetBlue is known for surprising its in-flight passengers with rewards and gifts. Cementing this kind of identity will reinforce your customer’s loyalty and earn you their respect.

Be human and relatable

Earning your customer’s trust is critical to deepening your relationship with them. To let them know that you care about them, you need to humanize your brand and make it relatable to the audience you are trying to reach. Being human and relatable does not necessarily mean having an employee carry out customer service, as there are automated programs that can carry out this task. As discussed in our blog post “How Conversational AI Boosts Customer Experience”, these programs can learn and analyze customer messages and inquiries to carry out human-like conversations. Having a program that can mimic store interactions will allow your employees to focus on other high priority tasks.

Have consistency at every level

Consistency in your brand voice and company values positively affects the customer experience. Clients will perceive your company as reliable and trustworthy when they know that your brand is consistent. Amazon, for example, displays five principles for how to satisfy customers in all of their offices. These principles include answering questions, reducing customer effort, treating every customer as a friend, escalating systemic problems, and solving the problem. This move to align your actions with your company’s values will earn the appreciation of the public and will spark important conversations across your customer base.

Reaching out to your customers using an interactive communication platform like Tableduck is a definite way you can make your brand and its value visible to your intended audience. Letting them know how you stay authentic to your brand and consistent in your actions through responsive and streamlined conversations will undoubtedly boost your relationship with your customers and give them a reliable product or service they will always return to.

Exclusively written for by Anna Laine