Your Customer Is Your Brand

Many brands still struggle with social media. They’re afraid to engage the public through SoMe for fear of losing control of their brand. What’s hard for them to understand is that they never conolled it, no brand has. Consumers’ perception makes up a majority of what a brand is. It is customers and users that decide if you’re a good company or not, if your products are quality or not, if your customer service is helpful or not.

This means that when you’re planning your marketing strategy, doing quality control, training your customer service team, it will be your customers who decide how successful you are, they are the ones who will tell others how good you are. All of your PR initiatives, marketing campaigns, branded events, make up your Brand Intent: your efforts to communicate the brand you want to be. The other 99% of what your brand stands for is your Customers’ Perception of your Intent coupled with their experience with your product and your customer service.