Brand Reputation: Be in a League of Your Own

March 31, 2014
Posted by: Matthew Hammer, VP- Marketing

In A League of Their Own, Tom Hanks exclaims, “There’s no crying in baseball!” This sentiment has been representative of the business culture for decades. In many businesses, employees have been reduced to numbers on a spreadsheet, and decisions are based on the almighty bottom-line. There has been no room for the human experience — “no crying in baseball.”
In these companies, the accepted belief has been that qualities such as vulnerability, compassion, and empathy are unworthy of respect, and in fact, are signs of weakness. Brené Brown has made a career of studying vulnerability and courage, and has defined vulnerability as having the courage to be authentic, to embrace our humanity through expressions of compassion and empathy.
Human beings were not meant to be isolated entities. We crave relationships, and everything we do comes down to building personal connections. As Brené Brown has stated, “…we are wired for connection. It’s in our biology. From the time we are born, we need connection to thrive emotionally, physically, spiritually, and intellectually. A decade ago, the idea that we’re “wired for connection” might have been perceived as touchy-feely or New Age. Today, we know that the need for connection is more than a feeling or a hunch. It’s hard science. Neuroscience, to be exact.”
At LiveWorld, our purpose has always been building quality relationships and communities, uniting people of similar interests, as well as connecting brands with their consumers. It’s not just what we do, but who we are.
Internally, we welcome a diverse staff or individuals each with their own unique perspectives, ideas, and talents. We recognize that what some call weaknesses are truly strengths and can be the difference in making a company successful. Yes, we need strong leaders, analytical thinkers, and those able to make difficult decisions. We also need those who see the world through benevolent eyes, who are able to make mindful decisions based on empathy. One without the other does a disservice to our company and to our clients.
Companies are not a brick and mortar building, but a collection of human beings. When a client contracts with LiveWorld, they do not receive a single individual, but a fully integrated team providing engagement, moderation, valuable insights, and a comprehensive social media strategy. A human being, able to determine context, reviews each piece of content. With the use of our robust technology, content is then collated and analyzed, and a LiveWorld expert writes meaningful reports that include observations, recommendations, and strategies.
While our software tools are consistent across clients, the way the tools are utilized, the community standards, and brand personality development in social media vary, depending on each company’s unique needs. LiveWorld works with our clients to create and maintain a dynamic community with deeper human connections. We recognize the vulnerability of our humanness and use empathy to improve customer service and increase brand loyalty.
If your company wants a cold non-human business approach, cookie cutter solutions, and a vendor that cares only about the bottom line, it would be best to look elsewhere. LiveWorld is different, able to balance the bottom line while embracing our humanity — and truly in a league all our own.
If you would like to deepen your brand’s human connection with your customers, we are the agency that can help. Reach out today, and we’ll have a real human get back to you to discuss how LiveWorld can help your brand be in a league of their own, too.
What do you think? Can empathy and compassion be left out of the brand customer experience, and still have a true connection? How does your brand build customer relationships?