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Am I the only one who used to think a brand's voice was just about the words on the website?
After seeing a local brewery in Asheville get roasted online for a single, tone-deaf reply to a customer complaint on Instagram last week, I realized the brand voice is every single interaction, especially the messy ones, so how do you train a whole team to get that right?
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elizabethwhite3d ago
Exactly, it's not just the website. You have to give your team real examples and clear rules for those tough public replies.
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hill.troy2d ago
You know, I used to think a good policy page was enough. But @elizabethwhite is right, having those real examples for the team changes everything.
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