How human-centred is your brand?
One of the biggest mistakes I've seen brands make is an obsession with product features over an obsession with customers. When brands don't prioritise customer experience it can lead to frustration and lower ROI from marketing efforts. This then leads to desperate attempts to regain ground by throwing money at ad budgets and, in the worst cases, employee layoffs and business closure. I've seen this happen many times  and that's a pain I wouldn't wish on anyone.

Customers place high value on brands that prioritise a great customer experience and studies show that a focus on people (both those who serve alongside you and those you serve) can improve ROI, customer retention, and employee satisfaction significantly. 

Even if you're a solo business owner or expert in your field, it pays to incorporate human-centred principles when developing your personal brand. To support you with this, I've created this quick quiz.

Find out how human-centered your brand is by answering the following questions. The higher you score the more human-centred your brand is but don't be discouraged if some of the questions stump you. The good news is, implementing strategies that improve customer experience is relatively easy and cost effective in many cases.

ps: if you don't have customers (eg. you're an academic) replace the word "customers" with "audience."

pps: I am asking for your email so I can send you your results and send you updates. You can unsubscribe at any time and I don't share your info with anyone as per my privacy policy. Please note, I do not send out regular email newsletters unless you've subscribed to my thought leadership template platform, Your Story Bank.
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Email *
Firstly, I'd love to know your name *
Do you know who your ideal customers are? *
1 point
Do you know what's important to your ideal customers? *
1 point
Do you know how your customers typically find you? *
1 point
Do you know how your customers make purchase decisions? *
1 point
On a scale of 1 to 10, how much do your customers love your brand? *
1 point
No loyalty, couldn't care less
They'd happily wear a tattoo of your brand's logo
Do you reward brand loyalty with discounts and other "value adds"? *
1 point
Do you have a system in place to address customer complaints, problems and feedback promptly? *
1 point
If your customers shared their ideas and suggestions, do you think they would they feel heard? *
1 point
Do you know what types of content your customers prefer? *
1 point
Do you create regular, engaging content that answers your ideal customers' questions? *
1 point
Do your customers regularly engage with your content? *
1 point
Does your content include stories about your founders/employees/partners etc? *
1 point
As an owner/founder/executive/employee, do you actively share and engage with social media content produced for your brand or business? *
1 point
Do you make it easy for your customers to share your brand with their friends and colleagues? *
1 point
Do you participate in Facebook/LinkedIn groups/Forums your customers frequent on behalf of your business? *
1 point
Do you have social media buttons on your website connecting visitors to your channels? *
1 point
Do you regularly curate and share other people’s awesome content with your community to add value? *
1 point
Do you collaborate with other businesses or influencers your customers follow on social media? *
1 point
Do you invite your audience to subscribe to your email list and offer them something valuable or fun (or both) in exchange for their email? *
1 point
Do you attend (or run) in-person events that attract either your ideal customers or colleagues in your niche? *
1 point
On a scale of 1 to 10, how customer-centric are you, your leadership teams or employees in general? *
1 point
Customer service is handled by a specific department only.
Everyone in the organisation is responsible for good customer experience.
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