The slow move toward YOU-centricity

An observation I made recently is that some popular brands seem to have great success connecting with people, and how they achieve that is by calling their customers on their (collective) name. By “name” I do not mean that Unilever knows the name of every single person that uses Omo washing powder, or Ola knows every ice-cream gulping kid personally. What I’m saying is that some brand stewards have woken up to the fact that brands are conversations, and that conversations are between people.. not companies and their customers. People.
People love it when you talk to them about them, even if it’s via those few words you string together and call a payoff line.