Fostering Brand-Customer Relationships in the Age of Social Checkout and Chatbots

Currently, 74% of consumers visit the social media pages of brands to inspire future purchases. And as evidenced by the popularity of Instagram Checkout, sales tools like Apple Business Chat, and new ad products like Google‘s Shoppable Ads, the industry is rapidly moving towards commerce that removes the friction between inspiration and an actual purchase.

But when the path to purchase is shortened, so is the opportunity for brand and customer to interact, which is probably what attracted your customers in the first place. Especially in the world of social media, brand persona is an enduring element that differentiates your brand and creates fans out of customers.

The good news is, you don’t have to sacrifice brand voice for a social commerce strategy. In fact, with the right tools, you can enhance it.