Now, regardless of what you might think about their food, Olive Garden had one of the best brand mottos around: “When you’re here, you’re Family.” That simple line became a cornerstone of their whatsapp australia brand identity and resonated with customers in a powerful way. It was repeated in advertisements, conversations, and even memes, reinforcing a sense of connection. And of course, those never-ending breadsticks didn’t hurt either.
But this got me thinking: so many companies today are trying to recreate that kind of emotional connection with their customers. They’re investing heavily in customer success and experience teams, pouring time, money, and resources into making sure their customers feel valued and supported. Yet, despite these efforts, many still struggle to achieve that “family” feeling Olive Garden effortlessly conveyed.
The Automation Trap
As businesses grow and scale, there’s a tendency to rely more heavily on automation. After all, automation can be a huge time-saver, and when done well, it can create efficiency in customer interactions. But when it comes to customer experience, there’s a fine line between efficient and impersonal.