As the digital age gears towards automation, activity providers will need to increase their efforts in ensuring their customers receive professional customer service along with the personal and friendly human touch that consumers demand.
Learn to balance the best of both worlds with these tips on how to give a human touch to your online presence in the digital age.
Reading time: 3 minutes
Let Your Guides Take Over
Try putting your experts, the ones who are actually out in the field with your clients, climbing mountains and walking them around city tours, on the frontlines of your social media channels. Let them give the audience an insight to their daily life on tour and answer some of the questions potential clients may have in regards to your tours. Nobody knows your tours better than your reliable guides.
By letting your guides take over your channel from time to time, you have the opportunity to reach a new audience, add a human element to your profile, and give a fresh spin on things. Showcasing your guide will also help your audience see the character of your company.
Your audience will see the actual guides they’ll be touring with and it will give you a chance to show how knowledgeable and trustworthy your team is. This leads to your customers building up trust and a relationship with you, which will lead to more customers through referrals.
Speaking of building relationships and trust with your audience on social media, here are some tips on how you can share user generated content on social media to help you even further.
Have you ever given much thought to how you sign your messages? The way you sign your messages says a lot about your character. Have your employees sign social media messages and emails with their first name or initials instead of only a company name.
Why? – you may ask. Because when customers contact you via social media and email, they already know you’re the company they are contacting. Instead of signing something vague and impersonal such as ‘’Regiondo Team’’ at the end of your messages, try having employees sign with their first name instead.
This gives your messages an extra personal touch. And it helps your customers feel that they are talking to a REAL person they can reach back out to and trust.
Show Real People
Remember to be real. Be sure you are using photos of your own real people on your website and online communications. When people think of tour operators and activity providers, they surely aren’t imagining something corporate with team members wearing black and white suits.
If you prefer not to use photos of your own employees, you can still find a happy medium when choosing stock photos.
Establish A Friendly Tone
Remember that while online, it can be difficult to detect the tone in one’s voice. The written word is powerful, therefore it’s important to establish a friendly tone in your writing. When the copy or the post on social media is too stiff, it can come off as unfriendly and unapproachable. On the other hand, make sure you are NOT SCREAMING at your audience or site visitors by using ALL CAPS or exclamation marks!!!
See what I did there? Using all caps and overdoing the exclamation marks is a complete no-go. Remember to also be polite, use your manners and say ‘’please’’ and ‘’thank you’’ – these small gestures will go a long way.
This is especially relevant in terms of social media, where you are engaging and interacting with your audience. Your behavior and tone on social media deeply affects your brand identity and the relationships you build with customers.
Live chats are here and now, and contact request forms are a thing of the past. A live chat plugin is a fast and effective way to engage and connect with your customers and prospects. And live chats have many advantages for both your business and your customers. It enables you to speak directly with prospects which in turn can help ease confusion for them and help you build a relationship by helping them out. The ability to have a conversation with a live representative via live chats also helps your customers feel more secure.
Live chats also allows for your business to increase profit margins. A live person can gauge a customer’s needs and effectively up-sell to them, which is something you can’t do without the live chat when a customer visits your site.
Adding testimonials from previous clients are a great way to build trust and establish credibility for your business. By showing that you have satisfied customers who trust in your services, it sends a message that you’re a trusted professional in your field. The testimonials will also help your audience to relate with your clients and this in turn can help with their purchase decision.
Don’t be afraid to show a little personality online. People like good characters, and being likeable shows that you are trustworthy. You can easily show personality by the words or photos you use. Try to display a little bit of humor through jokes or lighthearted sarcasm. Spotify is well known for their playful and personal style of communication. From their social media posts to their customer support emails, they always display a character that makes you feel as if they are more of a friend instead of a company. You can also use emojis to help show a little more warmth and friendliness
The point is to ensure you are not coming off as too stiff or unapproachable.
Let Us Know, What Do You Think?
Adding a human element to your online presence is vital to nurturing and sustaining critical relationships with your audience and customers. Infusing a friendly, human touch will not only add a unique value to make your audience feel like they know you and can trust you, but it will also encourage them to become fans and promoters of your brand because it enables them to relate to you in the same way they can relate to a friend.
Let us know if you need any more tips on how to add that special, friendly human touch to your online presence. We’re always just a simple message away 🙂