As social media use becomes the norm for brands both large and small, one constant that everyone struggles with is brand identity on social channels. Especially when you have more than one individual manning your account, or teams of copywriters trying to translate traditional copy to social snippets. How do you define your brand and ensure that anyone from customer service to front line community managers are literally speaking the same language? How do you ensure that when a key employee leaves your identity isn’t lost with them?
The first step to successfully translating your brand in consumer interaction channels is to understand who you are as a “person”, not as a corporate behemoth, but as an entity someone would want to interact with outside of from a customer service perspective. That’s how you can sustain engagement long-term and be invited to the dinner party that is social media.
Brands have a “brand book” that details everything from proper logo usage to mission statements, tag lines and beyond. Developing and integrating a social identity into that is a must. As there really isn’t an “above the line” and “below the line” these days, your social persona must be integrated into all aspects of your marketing, where and how it makes sense.
One of the ways I’ve found incredibly useful, as I’ve helped launch brands into the social sphere is to start with the “traditional” brand persona and then dive deep on social. This can take a variety of forms, but must include social listening for your core customers. Who are they? What do they care about? How can you add value to their daily interactions? What other brands do they use or care about? How does your customer service live up to your brand premise? (Or if it doesn’t, why doesn’t it?). If you could choose a living person to represent your brand, who would it be?
Pick your niche. Are you funny? Witty? Value-based? Traditional? Put yourself into your customers’ shoes (not all brands appeal to all people). This will help you to define a voice and channel-specific strategy and enable your creative team & strategists to brainstorm on effective ways of reaching them, and give you a solid platform to engage on a daily basis, no matter who is doing the talking.