LO:LA’s new guide explores strategies brands can use to create stronger relationships with their customers, thereby developing trust and loyalty. One strategy that the guide emphasizes is storytelling because it allows brands to connect with their customers on a deeper emotional level.
More details can be found at https://www.thelolaagency.com/2023/03/03/how-to-inspire-empathy-with-your-customers
A well-told story can help customers understand a brand’s values, goals, and missions. The example that LO:LA uses in the guide is the story of Airbnb. When co-founders Brian Chesky and Joe Gebbia were struggling to pay their rent, they decided to lease out space in their living room to patrons of a nearby conference. According to LO:LA, the story is important because it illustrates Airbnb’s resourcefulness, creativity, and hospitality — all values customers look for and relate to.
Like Airbnb, LO:LA recommends that brands share stories that not only inform customers about their products and services but also allow them to relate to a message or experience. Additionally, the stories need to be able to communicate complex ideas or emotions in ways that customers can easily understand.
By doing so, LO:LA believes that brands can inspire empathy in their customers, which in turn, breeds loyalty, trust, and pride. This is important because customers who develop these connections are generally more likely to spend more money, make multiple purchases, recommend products and services to others, embrace new products or services, forgive mistakes, and share positive experiences.
“As a brand, building a connection with your customers is crucial to building trust and loyalty,” said a spokesperson for the company. “Storytelling is one of the most effective ways to do so. It enables you to communicate complex ideas or emotions in a way that resonates with your customers and encourages them to relate to your brand’s message and experience.”
In addition to storytelling, LO:LA also provides a few other ways brands can inspire empathy in their customers, including understanding their target audience, showing compassion, providing excellent customer service, and incorporating user feedback. These actions show that brands are invested in their customers.
To help brands with their storytelling and connection building, LO:LA provides many services, including brand and identity development, website and digital platform enhancement, content marketing, and campaign marketing.
Interested parties can find more information at https://www.thelolaagency.com/2023/03/03/how-to-inspire-empathy-with-your-customers
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Disclaimer: The views, suggestions, and opinions expressed here are the sole responsibility of the experts. No Guardian Talks journalist was involved in the writing and production of this article.
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