Your customers are on social media, ready to engage with your brand. In fact, they’re likely already engaging, checking-in and commenting. Whether you’re there or not.
Your customers are engaging with your brand without any help from you. The reason why is simple, consumers want to build a relationship with your brand. People want to feel connected to your brand. They wear your brand like their favorite t-shirt. Or sometimes, something even more permanent.
“This sounds crazy, but I think what you’re really saying is ‘I’m part of the people that get this [brand].’ Like ‘I’m part of that group.’ They want to be part of that community and the [product] becomes the badge of that community. I think that’s why it works.” – Jeff Goodby of Goodby, Silverstein & Partners
This phenomenon didn’t arrive with social media; it existed long before Facebook. And it will be here long after. So make sure your willingness to connect, and embrace your customers, is a philosophy that’s embedded deep within your brand, part of your company culture.