It’s often been said that people don’t do business with companies – they do business with other people. Even if we do choose to patronize a particular company, our experience is shaped by the people representing that company. From the sales rep who handles your account to the cashier at the grocery store, all of those folks contribute to your impressions and satisfaction.
But when it comes to marketing messages and communications tools, many companies work very hard to dehumanize everything they do. They excise every personal touch and little insight. They file away at anything that could be seen as a human emotion or imperfection. After all, something from a business must be completely businesslike, right?