Most companies communicate from the bottom up, with
messaging typically coming from "the company" without a name or a face attached.
This produces minimum believability and relatability.
Some organizations use
execs as a "face" for the brand. Think of Dave Thomas from Wendy's as a legendary example.
But today, with trust in leaders diminished, customers feeling a connection with senior leadership may be unlikely.
The best approach is to operate at the top of the pyramid, with messaging from "regular" employees and customers.
We talked last issue about marketing like a documentary, not like a feature film. This approach dovetails perfectly with the Pyramid of Persuasion in that the main characters of your documentary should be real customers and real employees.
And of course, video is more powerful and believable than text. Look at how Pioneer Seed used a real customer family (The Eppersons) to create a multi-part "documentary" showing them planting soybeans, corn, and other aspects of farm life.