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How Brands Can Improve Consumer Relationship Through Open Communication

The world around us is transforming at an incredible pace, impacting how consumers engage with everything around them, and that includes brands. The digital age continues to transform the way we live, shop, and pay – including how and where brands show up. By redefining the way they engage with consumers, brands can establish more meaningful relationships with them. 

The evolution of communication

Corporations today should encourage and inspire consumers to create their own stories, their own memories; this ensures that the brand resonates with them on a more personal level. As part of this approach, paying greater attention to how you engage with your consumers and enabling them to make their own memorable moments is paramount. This is more pertinent than ever before given that today, people expect action, not advertisements, from brands.

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The power of brand identity

Research shows that today, 84% of people say that brands have a strong identity and a clear role in the world, while 87% say that brands must stand up for what they believe. This is a clear indication that there is a necessity for brands to evolve and touch the lives of their consumers – passive brand identities will not remain relevant for long. Brands that still view their consumers as statistics, rather than real human beings, and approach communication in an impersonal manner will eventually fall by the wayside.

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A brand needs to connect to people on several levels and be able to appeal to their various senses, therefore the need for continued transformation and innovation cannot be overstated.

In addition, the digital age is creating completely new definitions of consumer needs and experiences. As the lines between digital and physical blur and the number of consumer touchpoints continue to increase, consumer’s brand expectations evolve in keeping with the rise of new technologies — some, like ad blockers, increasing challenges, and others, like voice technologies, opening up new possibilities.

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Remember that consumers are human beings

To remain relevant, brands need to be more dynamic, more engaging, and more meaningful than ever before. Innovation remains key to ensuring a brand successfully transcends from what would conventionally be a mere logo to something that can engage consumers in a multi-sensory way. Something that stands for a higher purpose.

James Irungu
James Irungu
James Irungu is a Media and Communications professional who draws concrete experience from mainstream media and contemporary arts. He is a columnist covering business and technology.

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