060: How to Humanize Your Brand in a Virtual, Digital World

Take a seat, because you're in for a fast ride as John Gregory Olson permits Jayme Soulati to cut loose and ponder the brand. That's a loaded sentence and when you listen, it applies, absolutely. It's a fast-paced episode about who's behind the brand and what is personifying the brand image and whether the call center even plays along. The impetus for this topic we owe to Adam Toporek of Crack the Customer Code podcast and Customers That Stick. He began a discussion about whether brands can have a relationship with customers and especially millennials. This led to a lively back and forth about who's behind Twitter. Is it the CEO or just a social media pro keeping the messages alive. If you interact with a brand, do you get to speak with a person? Should you? In this episode, we talk about Chipotle, VW, Adam Toporek, Saks Fifth Avenue, Babolat, and more.