Social Media Measurement, Social Media Optimization

5 Ways to Humanize Your Brand on Twitter

badge tools tactics 5 Ways to Humanize Your Brand on TwitterInjecting a real face and personality into your personal Twitter account is intrinsic, and most people don’t give it a second thought. We share what’s happening in our lives, photos from great vacations, things that annoy us, and other content that compels us.

But when it comes to imbuing corporate Twitter accounts with a similar measure of personality and humanity, we often fall down on the job. True, scrutiny is magnified when community and content managers become a voice for large brands. In some large corporations every Tweet is run by legal, which doesn’t always allow for real time posting or the ability to engage actively with followers in a human-esque way.

But playing it that safe on Twitter runs the risk of becoming devoid of personality giving followers no clue “who” they’re engaging with on the other side of the bright azure blue Twitter curtain.

This can chip away at brand trust and brand value. We want to do business with PEOPLE we know, PEOPLE we like, and PEOPLE we trust. We don’t want to snuggle up with a logo.

5 Ways to Humanize Your Brand on Twitter

1. Add your community or content manager’s Twitter handle to the bio

Picture 2808 5 Ways to Humanize Your Brand on Twitter

In this Twitter bio Amanda Maksymiw from OpenView Partners (a Convince & Convert client) links to her personal Twitter handle to add humanity and credibility.

Picture 2809 5 Ways to Humanize Your Brand on Twitter
Alternatively…Lucas Himovitz, Content Coordinator at Visit California (a Convince & Convert client) adds his name, but doesn’t link to his personal account – perhaps wanting to add a face behind the content, but keep work/private life separate. 

2. Use a company logo for your Twitter account, but humanize it with real people

 5 Ways to Humanize Your Brand on Twitter

If you’re a smaller company you might consider using your headshot as your avatar. In this example, Matt Martin works for Sam’s Club and has a dedicated employer account.

3. Include the community manager(s) face(s) in the Twitter background

 5 Ways to Humanize Your Brand on Twitter

Allstate Insurance shows photos and names of the people behind their Tweets, who sign tweets with initials to identify who among them sent each one.

4. Host Twitter chats

Picture 2810 5 Ways to Humanize Your Brand on Twitter
Lux Chat hosts a quarterly Twitter chat, but they could be increased to weekly or monthly chats based on community interest and news worthiness.

This is a great way to gather people in your industry together and allow them to get to know the human side of your brand. Here’s a list of Twitter Chats meeting regularly. If you find that your topic is already being fulfilled, jump into existing ones, you’ll realize many of the same benefits.

5. Answer the Twitter phone

Picture 2811 5 Ways to Humanize Your Brand on TwitterMany brands still don’t understand that consumers aren’t only calling their CSRs or reviewing their web FAQs to find answers. Many want help immediately and are turning to Twitter to find it. Yet, 70% of customer complaints on Twitter go unanswered. 

Obviously it’s difficult to answer every question from a scalability point-of-view for large brands that may have millions of customers – but at least triage issues and address the most pressing customer needs, issues and complaints. The question of one could be the question of hundreds. 

How else can you humanize your brand’s Twitter account?

 

Related
  • PSUExtLivestock

    @cowgirljesse – good tips for producers! RT – 5 ways to Humanize Your Brand on Twitter http://t.co/TZaTX57L #socialmedia #marketing #brands

    • cowgirljesse

      @PSUExtLivestock Thanks for sharing!

  • LisaMLoeffler

    @der_schneider Thanks for sharing!

  • http://joemanna.me/ JoeManna

    I find a great way to add humanize a brand on Twitter is to simply be personable. I see so many businesses with dry posts that are bland and uninspiring. Telling jokes, thanking people uniquely and being truly invested in the happiness of people talking to you is a great way to be ‘human’.Even as a software company, we need to find humor in the less desirable situations like downtime. I’ll add a bit of humanity to the conversation and updates that I publish — (e.g., feeding hamsters, lolcats, etc).Underscoring all this is the question, “Why would I want my brand being human?” When people know there is a real person with real emotions and the ability to have empathy, people generally are nicer and less cold. When trouble strikes, people are all you got — not brand taglines, not pretty pictures on Pinterest or Likes on Facebook. People who *know* you are ones who *connect* with you and are there to support you. [This makes a great idea for a blog post to write up - thanks for the inspiration.]Great post, Lisa! :)

    • http://genuinemediaco.com/ LisaLoeffler

      Thanks! JoeManna. Fantastic comments Joe. Sounds like you may have worked out a lot of your blog post here already. :)I like what you say around it’s “not pretty pictures on Pinterest or Likes on Facebook.” Those are merely the mechanisms that connect us to one another. It’s the people behind them (us) and the relationships we have that makes this all work. I think many brands are still learning that the same techniques they use to foster strong relationships in real life with their customers can be migrated to social. But many are doing it and leading by example.

  • http://joemanna.me/ JoeManna

    I find a great way to add humanize a brand on Twitter is to simply be personable. I see so many businesses with dry posts that are bland and uninspiring. Telling jokes, thanking people uniquely and being truly invested in the happiness of people talking to you is a great way to be ‘human’.Even as a software company, we need to find humor in the less desirable situations like downtime. I’ll add a bit of humanity to the conversation and updates that I publish — (e.g., feeding hamsters, lolcats, etc).Underscoring all this is the question, “Why would I want my brand being human?” When people know there is a real person with real emotions and the ability to have empathy, people generally are nicer and less cold. When trouble strikes, people are all you got — not brand taglines, not pretty pictures on Pinterest or Likes on Facebook. People who *know* you are ones who *connect* with you and are there to support you. [This makes a great idea for a blog post to write up - thanks for the inspiration.]Great post, Lisa! :)

  • http://joemanna.me/ JoeManna

    I find a great way to add humanize a brand on Twitter is to simply be personable. I see so many businesses with dry posts that are bland and uninspiring. Telling jokes, thanking people uniquely and being truly invested in the happiness of people talking to you is a great way to be ‘human’. Even as a software company, we need to find humor in the less desirable situations like downtime. I’ll add a bit of humanity to the conversation and updates that I publish  – (e.g., feeding hamsters, lolcats, etc).Underscoring all this is the question, “Why would I want my brand being human?” When people know there is a real person with real emotions and the ability to have empathy, people generally are nicer and less cold. When trouble strikes, people are all you got — not brand taglines, not pretty pictures on Pinterest or Likes on Facebook. People who *know* you are ones who *connect* with you and are there to support you. [This makes a great idea for a blog post to write up - thanks for the inspiration.] Great post, Jay! :) 

  • ianmcleary

    Hi Lisa,Another way is not providing a link directly to your homepage.  Instead provide a link to a page about the people that are tweeting.  So when I click the website link in the profile it brings me to a page which gives me lots of information about the people that are tweeting on behalf of the brand.  it can also give information about why the company is tweeting, what value it can bring, encourage new followers etc.Another way is using your twitter background to promote some charity organisations that you support.All the best,Ian

    • http://genuinemediaco.com/ LisaLoeffler

      ianmcleary WOW that’s a great idea Ian – linking your Twitter bio URL to a landing page that showcases the people and faces behind the Tweets. Simultaneously they could also showcase the rest of their social media outposts on that page.I wish brands would more readily develop social media landing pages that highlight their social and online content initiatives. The social media icons we all list on our websites don’t provide enough context. We immediately drive people off our sites before we give the ”why” we’re doing it and the “who” or the people that are behind the scenes managing it.

  • jpalomino

    I totally agree Lisa - humanizing our business social profiles are often overlooked, but it’s the foundation for building trust in a relationship-driven market. It’s so important to add personal touches here and there — a photo, a shared interest, and (I love this idea, btw) even a Twitter chat! Sometimes we focus so much on making the customer feel appreciated (which is a good thing) but forget that the customer needs to know that YOU or YOUR EMPLOYEE are human too. Another (obvious?) way to humanize is to actually respond — sincerely, directly, and REALLY — to your tweets.The bottom line: A customer wants to build a relationship with another human being – not a product.

  • Anh_Nguyen_DK

    @MediaTip Thx for RT :-)

  • http://rockthestatusquo.info/ CarrieMorgan

    Great article, fellow Arizonan! Another nice way to humanize a corporate Twitter page is adding an employee-specific hashtag to each post. It works especially well in a customer service scenario by functioning like a chat, while establishing a relationship (and accountability) with a specific CSR or employee the customer is working with. It also works well for companies that want to personalize their Twitter activity without linking to their employee’s personal handles, and/or who don’t want to take on the maintenance of individuals with dedicated corporate accounts (like @SamsClubMatt).  Carrie – http://rockthestatusquo.info

  • LisaMLoeffler

    @morgancarrie Hey thanks Carrie. I’m up in the pines of #Flagstaff. ;-)

    • morgancarrie

      @LisaMLoeffler I’m envious!

  • http://barrettrossie.com/ barrettrossie

    Thanks for a sweet piece Lisa.How do I humanize my account? It’s not a corporate account, and I don’t always accomplish this but… When someone visits my Twitter page, and scrolls my tweets, I want to make sure there’s always at least one interaction they see — a reply, a retweet, a tweet directed to a particular person — so they know I’m real person who’s engaged. A little thing, but it separates you from the non-humans out there. 

    • http://genuinemediaco.com/ LisaLoeffler

      barrettrossie Thanks for sharing Barrett. That’s a great tip to show that you’re “home” and engaging on Twitter. 

  • http://www.promarketingtips.in/ mariawilliams672

    great post … and great ideas brought out of twitter being used in different ways. thank you for sharing.. it is very helpful

    • http://genuinemediaco.com/ LisaLoeffler

      mariawilliams672 Thank you Maria. :)

  • AkashKaySajith

    @Svara Just outsource it to a social media consultant. That’s all you need to do :)

  • LisaMLoeffler

    @wchingya Hey Ching…Thanks! We appreciate that.

    • wchingya

      @LisaMLoeffler You’re welcome, Lisa. Some really great Twitter advise there, good to be reminded from time to time. :)

      • LisaMLoeffler

        @wchingya Thanks again. Don’t we know there’s always one more thing to learn every day! Have a great weekend. :-)

        • wchingya

          @LisaMLoeffler Very true. :) It’s great to connect with you. Have a fabulous weekend too!

  • LisaMLoeffler

    @lauraclick Thanks for mention. Have a fantastic weekend! ;-)

    • lauraclick

      @lisamloeffler Sure thing. It was a great piece! Hope you have a great weekend too!

  • StephanieS_2011

    @lisamloeffler thanks for the full link. No 5 is still my favorite. Thanks, again, for sharing. Hope you have a great weekend.

    • http://genuinemediaco.com/ LisaLoeffler

      @StephanieS_2011 You’ve got it – Glad you got to read the rest of it. Have a great weekend too!

  • LisaMLoeffler

    @Vocus Thanks Vocus for picking up 5 Ways To Humanize Your Brand on Twitter http://t.co/zIjXJagQ #socialmedia

    • Vocus

      @LisaMLoeffler Thank you — great examples and data!

  • Sprinklr

    @LisaMLoeffler Thanks Lisa, we liked your article so much we shared it on our site, and cited it back to you. Great examples!

    • LisaMLoeffler

      @Sprinklr VERY much appreciate. Might be helpful to attribute OPC (Other People’s Content) at the top of blog posts. I think people miss it.

      • Sprinklr

        @LisaMLoeffler Great suggestion, I will pass that along to the rest of the team. Thanks Lisa, have a great weekend!

        • LisaMLoeffler

          @Sprinklr You are welcome. Let me know if you have any questions on the positioning/citing/attribution. Have a great one. :-)

  • LisaMLoeffler

    @Brett Thanks Brett!

  • LisaMLoeffler

    @ericling Thanks Eric!

  • LisaMLoeffler

    @LuxuryPRGal @luxchat @LuxeTiffany Sure thing! ;-)

  • Ogoing

    @MariSmith @jaybaer Good Points! Thank you for sharing…

  • JordandMatt

    @MariSmith — just FYI Mari, I’d say your brand is extremely humanized right now! Way to go! cc @jaybaer

    • MariSmith

      @JordandMatt Aww thank you so much for saying, guys! High five!! cc @jaybaer

  • pcrampton

    @MariSmith @jaybaer Thanks! Great find @MariSmith. :-)

  • jaybaer

    @MariSmith Thanks Mari!

  • LisaMLoeffler

    @MariSmith Thanks for sharing with your community Mari. I really appreciate it! ;-)

    • MariSmith

      @LisaMLoeffler Oh hey Lisa!! Sure thing, happy to share the good stuff. Excellent post you did for @jaybaer – keep it up!!

  • JenneilPeters

    Thanks for the retweet @arkarthick @jaybaer @MariSmith

    • arkarthick

      You’re most welcome, Jenneil @JenneilPeters * @jaybaer @MariSmith

  • BrookeGriffin_

    @KP_Kelly Thanks for the RT Kevin :))

  • andsomepeople

    @andyheadworth You must have… there are loads of them around – trouble is, how many people actually use http://t.co/gnJdOfpl?

    • andyheadworth

      @andsomepeople Probably a fair point Mark – it makes me realise how much of my work on Twitter is in Hootsuite, iPad or iPhone!

      • andsomepeople

        @andyheadworth Having a good Twitter Background is a right thing to do – but putting info on there isn’t the right place for it

      • montanojuvte3

        @andyheadworth http://t.co/BBHg5IcV

  • RecruitGal

    @andyheadworth Then may I direct you to @PepsiCoJobs? :)

    • andyheadworth

      @RecruitGal Katie – yours is one of the ones I know and like :-) @pepsicojobs

      • RecruitGal

        @andyheadworth Excellent! Sirona-approved!

      • PepsiCoJOBS

        @andyheadworth We think there’s a crazy level of humanity in our social channels, Andy. Go ahead-ask us if we’re human. ^ch (cc:@recruitgal)

  • kevingreenrec

    @andyheadworth thanks great blog got a few good ideas.We were having this exact conversation this week!

  • brasonja

    @martinalovric Hvala lijepa za RT :)

  • qistrategy

    @ElevenPR Hi, Would you like a demo and free credits to try our Power Social Media AI tool http://t.co/rqY6KPm7

    • ElevenPR

      @qistrategy Um. You’re using twitter kinda wrong. Spamming people doesn’t get them to buy your product. It gets them to block you.

      • qistrategy

        @ElevenPR @qistrategy much appreciated. Any advise on how to get them to use our platfotm http://t.co/cdzRX6rI. .?.?

        • ElevenPR

          @qistrategy Glad you wrote back! I hope I didn’t come off the wrong way. Your best bet: Read @garyvee ‘s book The Thank You Economy…

        • qistrategy

          @ElevenPR @garyvee Any chance you’d like to try out a new platform – power tool for twitter ?

  • LisaMLoeffler

    @ElevenPR Thanks for the RT Warren!

    • ElevenPR

      @LisaMLoeffler No problem Lisa. Hope you’re doing well.

      • LisaMLoeffler

        @ElevenPR It’s all great here. Thanks. Happy Friday to you! ;-)

  • ElevenPR

    @p1myk Thanks for the RT!

    • p1myk

      @ElevenPR No problem! I was on the lookout for ways to humanize our resort’s social media channels :). Thanks for sharing.