Authenticity is what can take "that shop down the street" to a go-to spot. Small Business Community contributor, Chris Brogan shares his thoughts on how small business owners can achieve an authentic voice on this episode of “The Heartbeat of Main Street.”




“The Heartbeat of Main Street” delivers timely insights tailored to the needs of small business owners and entrepreneurs. Featuring a rotating line-up of small business experts and industry leaders – and covering a range of topics – each episode explores the trends that have an impact on revenue creation for small business owners.


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Narrator:                    Welcome to “The Heartbeat of Main Street” with ForbesBooks at and Bank of America at And here's your host, Greg Stebben.


Gregg Stebben:         I'm here with Chris Brogan. He's the president of Chris Brogan Media. They offer business and marketing advisory help for mid-to-larger sized companies. If you're not a big company, he also helps small business owners through classes and webinars at Owner Media Group. Chris Brogan Media is at, Owner Media Group is at Chris is also a New York Times bestselling author, and his 10th book is coming soon. It's called Dented, Retrofitting Humans for the Modern Digital Age. Chris, welcome.


Chris Brogan:             Thank you so much for having me.


Gregg Stebben:         Chris, we're going to talk about brand building today, and focus very specifically on one word. It's the word “authentic.” And you're the perfect guy to do this, because you do a lot of work with brands, like Disney, and Coke, Google, GM, Coldwell Banker, Titleist, Humana Health, Cisco, Sony. I could go on, and on, and on. This must be something you think about a lot, because people talk a lot about the word authentic.


Chris Brogan:             Well, it's one of those pet peeves of mine. I think that the word authentic is thrown around a lot from marketing types, and I think it's one of those things where ... I had a friend a long time ago talk about marketers and say, "This is why we can't have nice things." I think that the basic term of “authenticity,” taken away from marketers just means you do what you say, and you say what you do, and what you come to the table with is who you really are.


                                   What happens in technology, and marketing, and all that sort of thing, is we come away with this sort of weird space-aliens-pretending-to-be-humans kind of version of this. And we're like, "What can we do to seem like a human?" And it's so pervasive right now, especially as more and more digital tools allow us to automate everything.


                                   And while I'm not saying, “Don't use digital tools,” while marketing automation is a really important part of business these days, I would say that trying to engineer how to be human is a lot different than helping people better interpret how to bring their real self to their customers at a distance, the way we're so comfortable doing across the counter at a store in a small town.


Gregg Stebben:         Again, you're the guy with the upcoming book called Dented, Retrofitting Humans for the Modern Digital Age. So, if authenticity should not be the goal, what should small business owners aim to accomplish when interacting with their customers and prospects?


Chris Brogan:             I guess it's not that it's notauthenticity, but I guess the real focus, if you're really worried about that, the real focus comes in two directions at once, which is looking at yourself and making sure you feel comfortable bringing your whole self to the picnic. I use the analogy “picnic” to mean anywhere where you're wondering what you bring. So, if you are coming to work at a company, you want to know what your skills and qualifications and capabilities are. If you're working with clients, you're going to make sure that you've got that thing that they need.


                                   And so, on the one side, as the business side of things, you're saying, "What am I going to do that's going to be of use and service to the people that I hope to do business with?" and also be thinking about those people I hope to serve say, "How do I stay clear on seeing the whole person? And really seeing very specific people?"


                                   We want to buy from people who have similar, shared values. There was this stat out there somewhere, and I'm making this number up, high 70's or 80%, saying that we want companies, we believe in some way that it's a company's responsibility to be out there doing things that support our shared value. If you think about that, it's a little crazy.


                                   If you're a local, small town hardware store, how much are you going to deal with climate change? However, you can. You could say, "We're not gonna do this kind of packaging. We're going to make it super important that we don't sell you little tiny disposable plastic bags." There's all these things that help endear you to the needs of your customer and the people you hope to serve.


                                   What we used to think we had to do is look perfect, look shiny, look like the best of everything we've ever been and maybe even if we have a few dents, a few scars, a few marks, maybe we could still show up and be of service. And I think that if we acknowledge instead of ignore or hide those things, that's what we get to when people say they want authenticity.


Gregg Stebben:         One of the things I'm getting from all that you just said, it seems to me that business owners would be really smart to think about the thing they do that provides usefulness and service, and think of that separately from who am I? So the who am I part, can be dented. You are dented, I think you would say and otherwise you wouldn't write a book called Dented, Retrofitting Humans for the Modern Digital Age. So, who you are is who you are, dents and all, right?


Chris Brogan:            There's so many ways to implement this. In my mind, sort of leaving our flaws and foibles behind for a quick second. I was out with my two kids yesterday, and we were having lunch at a Japanese place, and they wanted sushi. And so we were talking amongst ourselves about a big event, a trade event for video games, and the server who is standing very nearby came over and just sort of politely said, "Oh, are you talking about the E3 conference?" And he became part of our conversation.


                                   Well, most companies, most owners and whatnot, try to dissuade people from adding their personal touch to things. And there are definitely times where it's useful and times when it's not. But I think that in the process, in kind of accepting that we're not all perfect, we're being asked to go faster than we've ever gone. We're being asked to collaborate and in a lot of times we're being asked to be forced extroverts.


                                  People are blown away when they hear that I'm an introvert, but I am. It's kind of a weird role to be a keynote speaker, an advisor consultant, that sort of a thing, to be out on the public stage and also be not necessarily the first person to want to touch other people and connect. So, I tell people, in a world where we all have to be visual now, in the world where we have to be brief, we have to use video, the mobile devices are taking over the world, et cetera. Well, we still have to bring who we are to that.


                                   And if that means accepting that we're too whatever we think we shouldn't be. We're too fat. We're too old. We have a stutter or whatever. Where our big problem is, we have to find a way to bring that. The second part of what you said about worrying about delivering perfect service, we don't necessarily want to make mistakes that impact our customer. That hasn't changed. That'll never change. It's all fine that someone's, quirky and whatnot, but if you ordered a salad and they bring you a hot dog, it's not the right thing.


Gregg Stebben:         Or a salad of wilted lettuce.


Chris Brogan:             There you go. So we need to protect for that, but it seems like the past version, it looks... salad and wilted lettuce. Someone brings out the salad. It looks terrible. You look down and go, "Oh my gosh, I didn't even notice that." In the old days, the way companies would tend to do something about that is they would either just say, "We didn't do that." They'd brush it off. Nothing like that happened. It's like Jedi mind trick. These aren't the salad leaves you're looking for. And it doesn't work that way anymore. It's too public. Everything's too visual. It's never that we should have been deceptive, but now the tools all point to, "You darn well better do what you say."


Gregg Stebben:         Chris, I want to ask you one last question. I'm talking with Chris Brogan. He's an author, keynote speaker, and business advisor. His website is He works with mid to larger sized companies. He also has another company called Owner Media Group that works with small business owners. Owner Media Group is at The last question I want to ask you, because we've been talking about this whole phenomena of the appropriate and misappropriated use of the word authentic. Have you heard of other words like authentic that set off alarms for customers?


Chris Brogan:             Oh my goodness. So I think at this point with all the... I think customers, by the way, customers are so tuned to catch BS. And I think we have this weird thing when it comes to marketing or promoting our own company, that we always forget that if we wouldn't want to receive it, why would we think it would be effective to send out? They say, when you send it, it's a well-crafted business letter designed to really drive value to someone else, and when you receive it, it's called junk mail.


                                   And I think that when it comes to authenticity, we've just had so many examples of companies not doing what they say or not treating us well, etc. Every single day it seems you can read a new version of what Facebook may or may not have done, or that your wireless carrier is selling your data without your permission, etc., etc.


                                  Trust is just at an all-time low. And sort of circling back to my first book about trust agents with Julien Smith, we wrote that saying, there's such an opportunity to really connect with people and to earn their trust and to be open. And where it gets scary for everybody is that to be open means to be a little bit more vulnerable. And I would say going with the word authenticity, the other word is vulnerable. We know this even with a significant other. We could have a conversation, but sometimes we have to let our guard down and if we don't, it's just not going to go the way we need it to go. And it's not going to work for the mutual appreciation of everybody around us.


                                  These are not the kinds of things you think about when you run a small HVAC company or something like that. If you're a plumber putting in piping systems, you don't normally sit around thinking, "Am I vulnerable enough to my customer?", but maybe there's some places where we have to think about that, and maybe there are some places where if we're going to try to reach and earn the kinds of customers we most want to sell and serve, then we're going to have to open the kimono a tiny bit.


Gregg Stebben:         Well said. He is Chris Brogan. His company is Chris Brogan Media at That is really targeting mid-to-larger size companies, offering business and marketing advisory services. For smaller companies, he is also the owner of Owner Media Group. They offer classes and webinars there. It's at and Chris is on Twitter @chrisbrogan. Chris, where can our listeners find out more about your book, Trust Agents, your new book, Dented, and get more of your great marketing tips for small business?


Chris Brogan:             If anyone wants, swing by And I always say the same thing. The little newsletter sign up that pops up. That's the best thing I do every single week. You can always hit reply and talk to me directly, and I think that you get a real fast taste of whether or not you want to connect with me further just from that.


Gregg Stebben:         That's great. And for more great tips from Chris and other small business experts, check out Bank of America's online Small Business Community. It's at Chris, thanks so much for joining us.


Chris Brogan:             My pleasure. Thank you.


Narrator:                     Thanks for listening to “The Heartbeat of Main Street” with ForbesBooks at and Bank of America at

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