While contactless interactions were accelerated when social distancing was common place, the way businesses now engage with customers has transformed to be more digital. It’s never been easier to chat with anyone on the other side of the world within seconds.
While convenience has soared, the risk of losing personal connection has also grown. In a world where transactions happen with a few clicks, brands must work harder to build relationships, foster trust, and deliver a human touch in a contactless environment.
Follow our tips below to help build connection with your customers.
Personalisation Through Data-Driven Marketing
Customers appreciate, and take notice, when brands understand their preferences. As digital marketeers, we must leverage data and analytics to personalise the product and services we offer based on our customers behaviours.
Email marketing campaigns, retargeting ads, and content recommendations should be tailored to each individual’s needs, making them feel valued rather than just another number in the system.
Personalise Emails
Maintaining an up-to-date and accurate email marketing database allows you to add a personal touch to your email campaigns in several ways. Use customised subject lines, messages, and greetings to enhance engagement.
Additionally, segment your email list – identify repeat customers, and recognise those interested in specific aspects of your business. By sending relevant emails, you give your audience a compelling reason to open your emails.
Make Your Brand More Human with Storytelling
Your branding is not just your font, logos and colours – it’s the Why? Who? What? – your brand story is about emotion. Resonate with your audience by telling your story – such as client success stories, behind-the-scenes content, and testimonials.
Authentic storytelling not only fosters a stronger emotional connection with your customers but can help create a sense of relatability and trust.
SEO That Speaks to People, Not Just Algorithms
SEO (Search Engine Optimisation) is more than just keywords and rankings; it’s about delivering meaningful content that speaks to real people. Focus on creating value-driven, user-friendly content that answers questions, provides solutions, and engages.
Using conversational language, FAQs, and voice search optimisation makes interactions feel more natural and personal. Check out our previous blog 2025 PPC Trends to keep on top of emerging trends.
Social Media: Conversations Over Promotions
Do you consider your social media channels to be a community of likeminded people who have an interest in your product or service, whether previous or potential customers?
Start looking at your social media channels as a supportive community – and not just a broadcasting tool to promote content. Live Q&A sessions, interactive polls, direct messaging, and user-generated content can bring your community together, bringing more engagement and potentially sharing your brand to their own social connections.
Top Tip: Keep on top of comments and messages on social media channels to show there is a face behind the screen.
Virtual Experiences That Feel Personal
With the rise of virtual webinar events and AI-driven chatbots, face-to-face interactions are commonly lost.
While virtual meetings are often cheaper to host, commute-free and can be done from anywhere with an internet connection, some customers still crave human interaction. Body language and tone of voice can be easily lost online.
Have you considered offering personal video messages, one-on-one virtual consultations, or real-time support to maintain human connection?
WhatsApp is also a useful tool to stay connected with your clients – follow our WhatsApp for Business guide here.
Brand Compliance & Ethical Marketing
Trust is built when brands remain consistent, transparent, and ethical in their messaging.
Whether on your website, social media, or ads, ensure all align with company values. Being transparent about data usage, policies, and service commitments reassures customers that they’re dealing with a credible and responsible business.
Check out our Building Brand Credibility blog which delves further into this topic.
Customer Support That Goes Beyond Chatbots
While AI-powered chatbots offer convenience, a real human touch is irreplaceable. Provide multiple options for customer support, including live chat with human agents or personalised follow-up emails to contact your clients.
Delivering a human touch in a contactless world requires a strategic blend of technology and genuine connection. Leverage personalised digital marketing, compelling storytelling, SEO with intent, interactive social media, virtual experiences, ethical branding, and real customer support to foster relationships with your customers.
