Language is always changing, and brands need to keep up to stay relevant; this cannot be over-emphasized. Twilio recently surveyed 2,000 UK consumers to find out how they like to communicate with brands. Here’s what they found and what it means for your brand.
Consumers Like It Casual.
Most people prefer informal language when chatting with brands. In fact, 66% of people say complicated and formal language is a big no-no, and 47% agree. But don’t get too casual – 61% of folks can’t stand text talk and abbreviations. So, it’s all about finding that sweet spot: friendly but not too casual.
Short messages, Sweet Wins.
No one has time for long messages. More than half of the people surveyed prefer quick, easy-to-read messages over lengthy texts. So, keep it short and to the point.
Accuracy Matters
With AI on the rise, people expect brands to get it right. Over half (54%) of consumers expect well-written messages. Good grammar is crucial, too. Messing up basics like apostrophes or mixing up ‘there’, ‘their’, and ‘they’re’ can annoy 50-65% of your audience. Well-written messages make your brand look professional, competent, and trustworthy.
So what’s our take home?
- Know Your Audience:
- Get to know your customers’ communication preferences. Build detailed profiles to avoid missteps and personalize your messages.
- Use AI for Personalization:
- AI can help tailor messages to each customer and ensure consistency across all channels. It can also help keep your writing accurate.
- Balance Your Tone:
- Be conversational without being too casual. Keep messages clear and straightforward.
- Stay Professional:
- Always use good grammar and check for errors. This keeps your brand looking sharp and trustworthy
Keeping up with language trends is crucial for connecting with your customers. Twilio’s survey shows the importance of being friendly but professional, brief but precise, and always accurate.
Don’t stress, speak a language your people understand- that’s the hack.
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