Friday, 5 January 2018

Especially for you

2018, the trend forecasters inform us, will see yet more leaps forward in brands getting close up and personal with their customers.

Right on cue, I received the flyer above a couple of days ago, through the good old post. It's not from a huge global brand, but from a local sports store, informing me of a loyalty bonus I've earned. I have to say that receiving something with my name literally on it made me feel quite special. Especially as I am about to set off to the slopes. I was flattered by this little surprise, a lot more so than if it had been sent via email.

But maybe that's the point. The surprise is that it combines what we used to call old (flyer) media with new (personalisation) technology. No-one would be surprised to receive something of this sort via their smart phone, for example.

This raises an interesting issue about people's expectations. We say again and again that people's expectations from brand communication are changing, but we seldom stop to think what that really means. What it does mean is that personalisation will become so commonplace that it won't be a surprise any more. It will become par for the course, expected, maybe not even noticed any more, in the way that people want Smart Home technology 'so seamless it's forgotten.'

We all have the same tools at our disposal. Being first to use these may win you a few temporary points for novelty value. But it's only when the tools are used in a fashion and to a purpose that is unique to your brand and what it stands for that will build lasting attachment.

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