‘Authenticity’ is a word that gets thrown around a lot. It can’t be that difficult to achieve, can it? Well, in the realm of business and marketing, being authentic, although an overused word, is actually harder than it sounds. 

Most of us agree that there is great power in brand authenticity, and that this perception of ‘authenticity’ is intrinsically linked to how customers buy from brands they trust. 

Building trust with your target audience is so important. One of the most effective ways to achieve it is by conducting a brand authenticity audit to assess your own brand’s trustworthiness with your customers.

The Power of Trust

In a world where there is risk of your online shopping experience becoming an expectation vs reality meme, trust really is everything. Trust holds the power to shape customer loyalty and drive brand success. It’s not just a nice-to-have attribute; it’s a key factor that influences consumer purchasing decisions and their willingness to engage with your brand on a deeper level.

Case Study: Apple

It comes as no surprise that 92% of Apple’s customers are brand loyal. This means they will continue to purchase from Apple in the future. Apple has built a strong reputation for trustworthiness by consistently delivering high-quality products and excellent customer service. As a result, they have achieved remarkable customer loyalty. 

If you yourself are a Mac user, even if they are more expensive, you’ll probably head straight to the Apple store for your replacement laptop when the time comes. That’s because you are loyal to Apple.

Now that we understand the power of trust, let’s explore how authenticity plays a crucial role in building trust and strengthening customer relationships…

Brand Authenticity

Brand authenticity refers to whether or not a brand is faithful and true to itself and to its consumers. Brand authenticity goes way beyond surface-level marketing strategies. Authentic brands are the ones that have a deep understanding of their core values and beliefs, showcasing honesty, integrity, and transparency in their interactions with their customers. 

You see, it’s about consistently delivering on the promises you make to your customers. Ultimately, authentic brands create meaningful connections with their customers, rather than focusing on sales and marketing tactics.

How to Audit Your Brand’s Authenticity

So, how do you gauge your company’s authenticity? Below we outline six detailed steps to help you do it: 

1. Define Your Target Audience

Start by building a deep understanding of your target audience’s demographics, preferences, values, and aspirations. Make every effort to know who they are, what they need, and what they value. Here are a few strategies to help you define your target audience:

Market research

Conduct market research through surveys, interviews, social media analytics, and other tools.

Create buyer personas

Each persona should represent a specific segment of your target audience, including their age, gender, location, occupation, interests, and other important demographics.

Identify pain points

Buyer personas will help you define and understand their pain points, motivations, and expectations. 

Define needs and values

Dive deeper into the needs and values of your target audience. What are their aspirations, desires, and values? How does your product or service align with these values? By aligning your brand with your customer values and addressing their needs, you can enhance authenticity and build trust. 

Tailor messaging

The more you know about your audience, the better you can tailor your brand messaging, visuals, and overall brand experience to resonate with them.

2. Evaluate your brand messaging

Next, you need to assess your brand’s messaging across all your platforms. Review your messaging to ensure that it aligns with your brand values and speaks directly to your target audience. Here are a few ways to help you conduct your evaluation:

Review all messaging

This includes your mission statement, tagline, website content, marketing materials, etc. Wherever you communicate with your audience, make sure it’s all aligned. 

Aim for consistency

Consistency is key here. Be consistent in your messaging, tone, and style across all your channels and platforms. This helps you create a coherent and recognisable brand identity that your audience can relate to and trust.

Assess clarity

Assess clarity and transparency: Is it easy for your target audience to understand what your brand stands for and the benefits you provide? 

Analyse tone

Analyse your use of language and tone in all messaging. Is it aligned with your target audience’s preferences and communication style? Adapt your messaging to resonate with your audience, using words and expressions that they can relate to.

Incorporate storytelling

Authenticity shines through storytelling and the use of genuine, relatable language. 

3. Assess your visual identity

Make sure that all your visual elements reflect your brand’s personality and values. Work on your designs to ensure that they are cohesive and visually appealing. Do they resonate with your target audience’s aesthetics and preferences? Here are a few key visual elements to pay attention to:


Evaluate your brand logo. Does it accurately represent your brand’s essence and set it apart from your competitors?

Colours and typography

Review your brand colors and typography. Do they align with your brand’s personality and values? Consider the colour palette you use in your designs. Colours can evoke specific emotions and associations with your audience. Make sure your colour choices align with your brand’s authenticity and the perception you want to create.

Imagery and photography

Next, examine the imagery and photography you make use of. From photographs to illustrations, graphics to GIFs, make sure they create authentic representations of your brand, products, and values. Where possible, use real-life images of your team, customers, or products. This will help enhance authenticity and help you connect with your audience better.


Try and maintain a cohesive visual identity that reinforces your brand’s authenticity. Aim to create a unified and recognisable visual presence across all platforms.


Lastly, stay current and relevant by regularly reassessing your visual identity. It’s important to maintain a fresh and contemporary look and feel, as you periodically update your branding materials to avoid looking outdated.

4. Review your online presence

Take some time to review your website, social media platforms, and other digital channels. Do your chosen channels reflect your brand’s authenticity and engage your audience effectively? Here are a few things to consider during your review:

Message alignment

As per steps 2 and 3. 

Visual alignment

As per steps 2 and 3. 

User-generated content

Review any user-generated content on your platforms and take note of any authentic interactions, testimonials, and positive experiences people have had with your brand. Engage with user-generated content by responding, sharing, and acknowledging your customers’ contributions, further strengthening the authenticity of your brand.

Content consistency

Review your content strategy and make sure it aligns with your target audience’s pain points, needs and values, and provides valuable and relevant information.


Are you encouraging meaningful conversations on your platforms and actively listening to your customers? Be sure to respond genuinely to their comments, questions, and concerns. Avoid being overly promotional or sales-driven but rather focus on building relationships and providing value. Identify areas for improvement in order to enhance the overall customer experience.

5. Examine customer service 

Make sure your brand’s customer service efforts are transparent, responsive, and customer-centric. Take note of how your brand has been handling the following, and put plans in place to improve your customer service:    


Make sure your brand is committed to transparency and open communication. Respond to customer feedback with honest and accurate information, and prioritise genuine and empathetic interactions.

Consistent brand voice

Make sure all your brand communications embody your brand’s voice and values. This will reinforce your brand’s authenticity.


People want personal interactions with your brand. You can achieve this by taking an individualised approach to all communications, avoiding scripted responses, making every effort to understand your customers’ needs, and providing tailored solutions.

Prompt responses

Is your brand being proactive to address concerns promptly? Prompt responses to customer queries will demonstrate that you value and prioritise their’ satisfaction.

Active listening 

Does your brand listen to and empathise with your customers? It is vital that you actively listen to your customers, prove that you care about their concerns, and show genuine understanding of their needs. 

6. Explore social responsibility efforts

Consumers are increasingly expecting brands to demonstrate a genuine commitment to social and environmental causes. Authenticity is crucial in this domain. Here are some key ways to improve in this area:

Identify relevant social causes

The causes you choose should align with your brand values and resonate with your target audience. Make sure there is a genuine connection to your industry, community, or values.

Align internally

Make sure your involvement with a cause aligns with your internal practices. Authenticity comes from living out your values, internally and externally. Incorporate social responsibility into your business operations, values, and employee initiatives. 

Employee engagement

Look for ways to involve your employees in the causes your brand is aligned with and encourage volunteerism. Motivate them to contribute their skills and expertise to support the cause. Remember, authenticity will be reinforced when your team is passionate about making a difference.

Transparent reporting

Be fully transparent in your reporting in terms of your involvement and its impact. Share your progress, successes, and challenges in open and honest communications.

Long-term commitment

Look to make a long-term commitment to a single cause rather than joining short-term, once-off initiatives. This display of consistency and dedication to the cause over time, will prove your brand’s genuine commitment to making a positive impact.

Don’t have time to do such an in-depth audit? We can do it for you! 

Owning and running a business or a marketing department is a full-time job. Sometimes you need to call in some reinforcements to help you get some of these bigger brand tasks (like audits) done properly. That’s where we come in! Our team is more than an external resource: we are your outsourced marketing department, ready to slot in with your team’s rhythms and help you do your marketing better.

So let’s grab a coffee, chat about your brand, and help you connect with your customers more authentically – contact us today!