Have you ever noticed how brands who show personality gain followers (and sometimes haters) when they are active within their customers’ communities? I want to see more of that!
Wendy’s, Oreo, and Kwik Trip (to name a few) interact with their fans or other businesses in their market on a regular basis, and their reward is tons of engagement. They also get more voluntary user-generated content, they remain top of mind, and so many other benefits. Even small businesses have gotten new customers just by showing up at the right time.
Story from a guest on the Side Hustle Show a while back (yeah, I reference podcasts a lot): The person was in NYC getting a slice of pizza. His experience was less than favorable and he tweeted about it. Another pizza place replied to his tweet with a simple comment wishing him a fantastic visit for the rest of his stay in NYC. Well, he left the first restaurant and gave his money to the one that made the extra effort.
I feel like this works because these brands use their voice to be relatable to their target audience and they are typically seen as going above and beyond to delight their fans. Delight is certainly a good thing to have on your side, am I right?
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