Tammy : Hi Ray, How are you?
Ray : I’m good, everything is fine, what about you?
Tammy : Everything is fine too, except that we are on a lockdown again for 2 weeks, as Covid19 cases here are still rising.
Ray : Yes, I heard that on the news, so what are we going to talk about today?
Tammy : Yes Ray, today we’re going to discuss ways on how to humanize your brand.
Ray : Great! In our previous discussions, it’s more on how to build your eCommerce business, your target market and business model.
Tammy : Correct, so now we’re going to discuss how to deepen the connection with your customers or how to humanize your brand. Doing an eCommerce business is not as easy as 1 2 3, you have to deeply understand your customer’s needs as well.
Ray : That’s right, Tammy. There should be a deeper connection between the customers and the seller, because to be a successful eCommerce business, it’s not just by selling products, you’re also in the people’s business as well.
Tammy : And to add to that, people don’t usually just buy products, but they look for solutions to their problems and answer to their questions. In fact, eCommerce today is not just a transactional but instead a relational one.
Ray : You cannot just make your own website, create products and launch your business, and expect that customers will come and visit your online shop. That’s not how it works these days.
Tammy : Well, if you really want to win and to have a successful ecommerce business. You should be willing to humanize your business and create deeper understanding or relationships with your customers who you know can really help your business.
Ray : So yeah, can you give some pointers on how to build stronger connections with your eCommerce customers?
Tammy : Thanks Ray, here’s a short pointer for everyone who is just starting up their eCommerce business or those who are planning to do so. It is very important to get to know your customers well, so the first will be:
- Get to know your customers
- Connect with your customers in social media
- Good “about us page”
- Create a live videos or a marketing videos
Ray : That’s great, giving some step by step pointers to our listeners could really help them build their business successfully. Let’s start with the first one, should we?
Get to know your customers
Tammy : Okay, Let’s start with the “get to know your customers”. How do we get to know our customers? First of course, you should engage with your customers in real-time. Like have a chat box in your website, or use messengers to send messages or any communication platform.
Ray : This is actually the most obvious way to show your human side, engage with your audience on social media platforms.
Tammy : Yes, be sure to have time for social media, be consistent and of course, monitor your audience.
Ray : Aside from that, It’s actually better if you just simply be a human and respond to your customer naturally, stop those robotic marketing tactics. People would really love to see a face on the name so that they can understand and would easily love your products.
Connect with your customers in social media
Tammy : Yes, That’s how you can connect with your customers. Let’s provide a connection between your customers and the individuals who bring your brand to life by finding a way to humanize your brand.
Ray : The important is to know your customers are. Because not every business is suitable for every platform, if you’re already sure who your customers are, then the next step is the consistency. It might not be an easy task, but as time passes, you’ll get used to it.
Tammy : You also have to be transparent about your company, share the story about your company, products and journey, so that people will keep on following and supporting you all the way. Just be relevant and tie the stories that you share in with your mission and brand.
Ray : Yes, let the audience be part of your journey, and of course, be humble enough to share the good and the bad with them. And let your brand personality shine through all that you do.
Tammy : Actually that’s right, just be true to your “brand” self. It’s easier to project the same voice and personality. That is why putting a “about us page” in your website or social media is very important, that is the easiest way to connect with your audience. That’s how they will learn more about your company.
Good “about us” page
Ray : Most of the website has the “about us” page in their online platform, but putting a good information or story will get you more audience and buyers.
Tammy : So aside from getting to know your customers, it’s also getting to know you as well. They are both equally important. If some of you might think that it is not important, then you’re wrong. So write an interesting story in your “about us” page, share your mission and vision.
Ray : That’s a good point, Tammy. Also if your goal is to sell the product, it is not the only aim you should strive for. One of them also needs to be creating a long-lasting relationship with the customer. So plan well your ecommerce strategy. By using the right approach, to have loyal customers. You have to show your customers that you listen to them and that their needs and comments are important to you.
Tammy : Yes Ray, showing your customers that you are listening and their comments and suggestions are heard, then you are on the right track.
Ray : I would also like to add that be sure that you show your gratitude to the people who support and help you. As you know, everyone likes to feel like they are also part of your success.
Tammy : Yes, This should be the brand’s best interest to connect with their audience on a human level. The world is very competitive. So to have that success and engagement that you desire you need to put in the work and build good relationships with people. Give your audience the reason to want to follow and support you. Show that you want to grow with your audience rather than separate from them and that you are just like them.
Create a live videos or a marketing videos
Ray : You may also add a live video or a marketing video, it’s not necessarily should be long, a short one is better. Just to show your audience that there are real people behind your brand. You can go live almost anywhere, like in a company event or in your office.
Tammy : That’s a nice idea too Ray, by doing a live video, you can show your customers that you are a real person just like anyone else.
Ray : Yes, Tammy. Just be creative.
Tammy : That’s it! This is how simply you go to humanize your brand. After all, you just need to be true and real.
Ray : Correct, humanizing your brand and connecting with your customers is really important.
Tammy : Yes, so if you have any questions or consultations needed, just visit our website at www.uniprohk.com . Thanks Ray
Ray : Thanks Tammy!