Tag Archives: brand trust

Humanizing Your Brand: Step 1 – Give It A Face. (Literally)

So social media, when used properly, can give your brand a major boost in visibility. The key is to not sound like a robot retweeting machine. (And if your social media strategy is to USE a robot retweeting machine, then you’re doing it wrong.)

Step 1: Give your brand a face. 

I mean this literally, I’m not being esoteric. Slap a face on your stuff. It can be the face of your blogger, it can be the face of your social media manager, it can be a banner that contains photos of your team, just make sure you add some kind of graphic containing a human to your social media & web branding.

Excuse #1: That would be weird.

Well… you can NOT give your brand a face… and continue looking like an obscure, cold,  official organization.

Your human face can be low key, or it can be your team doing something ridiculous, or just a shot of your team smiling, or a super artsy picture of your whole crew looking like a 1920’s mobster group. (Our graphic designing creative team did that once. It was actually pretty epic.)

Just integrate a human somewhere. People will start connecting the photo of a happy person or people with your brand, and will subconsciously start feeling like your brand is friendly and safe.

Human brains are weird. We want things to make sense. Cognitive dissonance stresses us out. If we see happy smiling people on a website or social media account we mentally push for the brand to line up with the graphics. Boring cold graphics = zero emotional attachment. Happy warm fuzzy people = your brand is friendly and we think about interactions with you in a way that is consistent with the warm fuzziness.

Excuse #2: My organization is too professional to do that. 

Ok… so adding pictures of smiling employees or even stock photos of mildly happy strangers is too official for you? So basically you WANT to look stuffy and cold. That’s cool too, if you’re trying to reach an audience of stuffy cold people. Which.. some companies are. But seriously, even my BANK has pictures of happy smiling people on the log in page. Banks aren’t exactly places to throw parties. Loosen up and increase your marketing reach.

Excuse #3: But my logo is epic. 

It probably is. Lame logos don’t usually last very long. If you want to use your logo, you should definitely do it. Use it all over the place. Use it as your profile pic in your corporate social media branding if you want. Just make sure you humanize your page as well. Banners are a great place to make that happen if you can’t mix your logo into a humanized profile pic.

Step 2: Give your brand a clear voice. 

Voice is incredibly important when you’re dealing with branding. If you’re having trouble defining your voice, hire a content strategist. They’re pretty much voice defining rock stars.

Laid Back Voice

My blog has a laid back, tongue in cheek voice, because I’m the only writer (and can do whatever I want, including but not limited to drawing horrible stick figures), and therefore I write like I’m talking to folks in person.

I like to keep my posts short and sweet, because I have a short attention span. Get to the point, and do it fast, or I’m thinking about where I’m going to vacation next summer in the middle of your sentence. I try not to go off on 47 page rants because I would NEVER be able to get through one of those articles myself. I keep my voice light and personable, because I inject my own personality in my posts. This voice would not work for every audience, however.

Formal Voice

If your brand is more formal, you’re going to need to make sure your writers adopt a more formal voice. But make sure your formal force isn’t a horrifyingly boring voice. If it is, only a specific subset of the population is going to read your posts/tweets/website content. If people who enjoy boring content are your only target audience, do it up. If you’re trying to reach a broader audience, humanize your voice, but remain professional.

My company has a friendly, but professional voice. When I’m working on product copy, I definitely don’t use the same voice I use in my blog, because of our target audience.

Step 3: Respond to all of the social media interactions that customers throw your way.

The worst thing you can possibly do is have unmoderated Twitter/Facebook/Pinterest/Google+ accounts.

Handle Business

If you set those accounts up, you need to be all over them, responding to comments and tweets and posts and following people back constantly. Some brands hire a person or a team to handle their social media interactions. If you “don’t have enough bandwidth to do that” deactivate your social media accounts immediately. They’re going to harm your brand, not help it. Don’t delete them though, you may need them in the future and you don’t want to lose your brand handles & vanity URLs.

Voice = Key

Ensure that the person managing your social media is completely comfortable with your brand voice. If your voice is inconsistent in social media, you’re going to end up in cognitive dissonance land again, and you’ll stress out your audience.

Step 4: Tell your social media manager up front that if they EVER accidentally post a personal tweet through your branded account, that they’re fired. On the spot. Put that in their contract. 

There have been some absolutely horrifying accidental tweets and FB posts through branded accounts over the past few years that have caused enormous PR nightmares. This is the internet, you can’t delete something and make it magically disappear. Once it’s posted, it takes on a life of its own. Try as you might, you can’t make the general public un-see things.

To sum things up, humanizing your brand can make a huge difference in the way your audience views, interacts with, and feels about your brand. You can humanize your brand, and remain professional simultaneously; it’s not an either/or situation. And humanizing can have a very positive effect in increasing your brand reach. Give it a try! You won’t be sorry.

Tagged , , , , , ,

Stop Asking For Photo Access During The App Install Process!

IMG_1061.JPG

So when iOS8 came out, I had to clear a boatload of misc apps and photos and such to install the over the air update. (I realize I could have plugged in and done it through iTunes, but deleting 8654 apps sounded like less of a hassle at the time.)

I deleted Facebook, Twitter and LinkedIn, then reinstalled them once my phone finished updating.

Twitter! How could you?!
During the reinstall process I discovered a shocking truth. One of my most used apps, Twitter, STILL asks for photo access immediately after install! And it still feels shady and invasive. I immediately said no, even though I upload pictures to Twitter pretty much daily.

UX Fail
It’s a definite UX fail, which bums me out because they made some really fab enhancements this release. I’m loving being able to click on sender faces to open their profiles in the messages area. It’s a beautiful UX change. I’m loving the new profile look and feel too.

Kudos LinkedIn and Facebook
LinkedIn and Facebook both did the right thing, and waited to ask for photo access until I actually wanted to add a photo to a post. At that point it’s just a natural feeling part of the upload flow.

“You want to add a photo? No prob, just give me access to your photos so we can get this done.”

“Of course app that doesn’t seem shady and invasive, I obviously have to give you access to complete the task I want to finish. I’m invested in the process, and the request feels natural.”

Twitter: Now Jump Through Hoops Because Our Install Process Was Shady
Since Twitter was all sketchy at install, when I finally did want to post a picture I got that annoying message telling me I’d need to go through the 92 step process required to enable it.

UX Pros: Take A Stand
As UX pros, can we all just agree that asking for photo access during install is just generally obnoxious? It creates a negative initial user experience and creates a feeling of brand distrust right off the bat.

Small details like privacy setting request flows can have a big impact on brand trust. Stop making your brand seem seem untrustworthy by fixing your on-boarding experiences!

Tagged , , , , ,
%d bloggers like this: