Humanizing A Brand.
It is a common problem. All brands face it, although many of the larger brands, and those that have been in existence, longer seem to struggle with it the most.
Establishing humanity within a brand image – also known as “humanizing” a brand.
Humanizing is literally defined as:
tr.v. hu·man·ized, hu·man·iz·ing, hu·man·iz·es
1. To portray or endow with human characteristics or attributes; make human.
The concept here is to create within the customer, an acknowledgment or association of a Brand with relate-able, human, ground level understanding. Essentially it is a matter of making certain the customer can relate to and trust a brand.
Humanizing is considered an essential part of modern day branding success. Examples of it abound in businesses like Coca-Cola, Apple, Transition Marketing 🙂 , Nike and Google.
There are many different avenues a business can take, whether in initial branding or re-branding campaigns. The key is to position (or re-position) your brand as one that is for the people, one that is engaging and REAL, one that wants to know its customers. One that is more than just a cold-corporate automaton.
Having Fun Is Human.
One sure fire method of creating human emotion, reaction and association with a brand, is to have fun.
Have fun and make sure your customers have fun (Gamify anyone?)
The more a brand can portray itself as fun, carefree, and humorous even, the more relate-able it becomes. This does not mean supplying the plant floor with Super-soakers (although an argument could be made for it’s YouTube worthiness), but it may mean rethinking everything that has been done to date.
Humanizing a brand, like any branding campaign, is about more than image. It needs to be rooted deep within the core of the company.
Where Is More Profit To Be Had?
It may mean letting go of certain preconceptions. For instance, is their greater overall brand and business profit in running your Customer Service Team lean and reducing head count, or could an argument be made for hiring that extra person to create a more relaxed environment where your CSR reps can dialogue with customers and promote brand integrity?
My years working with the Customer Service team for a leading Western Canadian Brand taught me that, by creating relationships with your regular customers through more relaxed communications, a brand can soar above it’s competition. When your CSR team has the time and motivation to get to know your customers by name, and when they can take a few minutes during a phone call to talk about non-business topics, they are developing your brands humanity – they are humanizing your brand.
Focused hiring, training and leadership are required for this. It is shameful when a brand contracts out their service department to the lowest bidder, or hires employees with the wrong caliper and skill set. Doing this ensures their brand will suffer.
Have Fun Or Else!
It is important to note that “fun” cannot be enforced. Too often we see Human Resources, Managers and Leadership attempting to force smiles and relaxation through faulty training exercises, well intended (poorly executed) mixers and events, or mis-directed communications (office space hawaiian shirt day anyone?)
There are a number of reasons that these “enforcement’s” fail:
- The training may be (or may be seen as) another “flash in the pan” from corporate. Often these training modules are mandatory programs, which get zero buy-in from employees. They often lack realistic application to brand specific scenarios and seldom last more than a few months. The more modules you go through, the more jaded your employees will be.
- Mixers and Events are typically well intended. However employees do not want to attend after-work functions if there is not already a relationship with their colleagues. Similarly after work functions, where spouses etc. are not invited, or the employee is even remotely financially responsible, is seen as an intrusion.
Humanizing is a delicate procedure. Creating a fun “human” spirit within a brand begins within the bedrock of the business. As with all aspects of a brand campaign, it must be rooted in every aspect of the business. Consistency is crucial.
Humanized Brand Success Stories.
We will wrap up with a handful of “humanized” brand examples.
Google continues to dominate many key markets. Their brand has become so well known that they can get away with “altering” their logo at will.
Yet at the base of this behemoth business, there is a spirit of fun. While not all of tech savvy, in-the-know types would agree with Google and all of their practices, the basic consumer is easily sold when greeted with a sense of camaraderie and of fun by many of Googles tools.
A Handful Of Google Easter Eggs:
Get your Google page to speak “Pirate”, “Swedish Chef”, “Hacker” and many more.
Try searching Google Maps for directions to “Mordor” under the “Walking Category”.
Try plugging in “Find Chuck Norris” using the “I’m Feeling Lucky” option.
More Easter Eggs Available Here:
Many of these Easter eggs are mainstream now, widely shared on social media platforms and amongst friends. It is this type of “inside joke” and the subsequent dialogue it creates, that has positioned Google, one of the largest brands in existence, as buddy-buddy with so many people.
Apple has succeeded beyond all other brands before them, due to their acknowledgement of what truly matters to consumers. They have built a brand that is associated with care, quality and fun and they have gained their customers trust by standing by their products and being about more than just the bottom dollar.
A large part of this success can be summed up by one of there credo’s “We are at our best when we deliver enriching experiences”.
Apple is (or projects a brand image of) being about people, about service and about products that go beyond the standard.
“Their Customer Service department excels thanks to careful interviewing, training, and a willingness to hire relate-able people. Mohawks, tattoos, piercings are all acceptable among Apple Store employees. Apple hires people who reflect the diversity of their customers”. – Taken From 14 Things Brands Can Learn From Apple
Apple’s success in humanizing their brand through light-hearted marketing is exemplified nicely in the Apple VS. PC Guy, ad campaign:
The campaign challenges you to decide for yourself, who you would rather hang out – who belongs by your side and in your social group? who is most relate-able?
Nike has recently been seeing a lot of spotlight with their social engagement campaigns. They have been very successful in their efforts to reach out to consumers. Here are just a few examples:
Nike launched the campaign in conjunction with the leap year. Based around a live 24 hour countdown broadcast on in-store screens and XTP screens through-out the London tubes. For 24 hours on February 29th they encouraged consumers to tweet about the extra day and how they were going to #makeitcount.
She Runs The Night -> She Runs…
Nike engaged its female audience with the she runs the night campaign, a 13km event that took place in Sydney’s Centennial Park on May 3rd. The race took place at the Royal Hall of Industries in the Entertainment Quarter. The course was fully lit underneath a halo of light.
Nike took that one step further hosting a Facebook page specifically for its female running market. The page, “Nike She Runs” is dedicated to creating a dialogue and engaging this very specific market.
Coke is one of the all time best branding success stories. They hit some waves in the early 80’s but regained their stride and have since been batting them out of the park with their Social Media and engagement efforts.
Take for instance the Coca-Cola hug machine. Simply put, you hug it and it reciprocates with a free Coke. Check out the video:
In a similar move there was also the Coca-Cola Happiness Machine, which dispensed multiple bottles to several surprised college students who then shared the Coke products with their friends.
Coke has also been involved in all manner of guerrilla street advertising, with non-traditional bill boards and signage geared at grabbing the eye.
Of course there is the whole Coca-Cola “My Coke Rewards” campaign as well. Purchasing their products gives you points that can be used to redeem online coupons and perks. Imagine the number of customers at any given moment clicking through to a brand controlled webpage. The customer gets their perks, and Coke gets their attention.
Humanization and Social Engagement are the key to brand success in the new millennium. These are achieved through creative, fun content and reaching out to the consumer base. It is not enough to advertise it though, Branding, and the Humanizing of a brand must take root in every aspect of your business model. Your employees must take an active role in it, if it is to succeed.