8 Tips For Building Trust With Your Customers

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Know Your Customers

All businesses, no matter the size or industry, must work on building trust with their customers in order to get results. Your potential customers need to be able to see that you’re a credible, reliable brand before they decide to work with you. Deciding to work with you is just half of it, too - then, you need to make sure they want to continue to work with you. A great product or service often isn’t enough to keep people coming back again and again. The overall brand experience must make a customer feel good enough to want to work with you again, so a number of things must be figured out.

Below, we’ll look at 8 tips for building trust with your customers that will ensure they decide to work with you not once, but over and over again. Take a look and see what you should be doing:


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1. Be There When They Need Information

Building trust with your customers means you should be there when they need information. This means answering queries and questions quickly on social media, making sure information is simple enough to find on your website, and that there’s always someone there to answer the phone. People have short attention spans these days. If you’re leaving them for hours without a reply on social media, or not answering the phone/getting back to their messages whenever they call, they are unlikely to stick around for long.

You have to make sure your response times are fast, even if it’s a simple email or message saying ‘hi, we have received your message and will get back to you within 24 hours.’ If you want to make sure there’s always someone there to answer the phone, you could always do this with a virtual receptionist. You can't be everywhere at once, so looking into services like this can be very helpful.

2. Offer Consistent Customer Service

A consistent level of customer service is imperative to your success. You should have protocols in place for dealing with customers, so that whether you have 2 employees or 20, everybody is more than aware of how to care for customers and resolve their issues.

If somebody has experienced an issue with your product or service, then making sure they feel like it has been solved and they’ve left with a small victory is also important. It often isn’t enough to simply fix the issue; you need to make them feel like they matter and go above and beyond to help them. If they don’t rate their customer experience, even if you fix the issue, they might not come back. You need to get them back on side with consistent service. Training is key for getting everybody on the same page!

3. Ask For Testimonials And Reviews From Satisfied Customers

Testimonials and reviews from satisfied customers can go such a long way to helping you to gain new customers. Now, the sad fact is that most won’t leave a review unless you politely ask them to. When you ask them to, 68% are likely to leave one. Just don’t offer an incentive, as this could be viewed as a conflict of interest. You don’t want to bribe them into saying something nice. You want them to say what they really think about their overall experience. If people think that you’ve been given a bunch of 5 star reviews because you’ve paid for them or written them yourself, it could do more harm than could. Reviews from real people are the key - this includes maybe even talking about the downsides of the experience!

People love to see social proof before deciding to work with a company, even if reviews aren't perfect.

4. Share Your Expertise With Your Customer Base

If you want to solidify your position in the market, one of the best ways you can do this is sharing your expertise with your customer base. When you share the knowledge that you have on your industry, you will start to be viewed as an expert in your niche. People love to work with experts!

You can share your knowledge a number of ways; write blog posts, create videos, offer to write guest posts, start conversations on social media, and so on. Don’t be precious about your knowledge and keep it to yourself. You might worry that people will take it and work with somebody else anyway, or that they won’t need you anymore, but the opposite is true. It will increase their confidence in you and they are far more likely to work with you.

5. Create Brand Videos

Video marketing is one of the most powerful forms of marketing right now. Creating brand videos allows you to show off your brand personality, get information across in a much shorter amount of time, and bring fresh content to your pages regularly.

It’s up to you how you decide to bring your strategy together. You could do live feeds on your Instagram, allowing your followers to ask questions. This will further help you to share your expertise and build trust. However, you can always film helpful videos in advance too. People want to see your personality, and perhaps a bit of humour in there. You don’t have to create super professional corporate videos!

6. Be Consistent With Your Branding

Your branding must be consistent across all platforms. Social media, your website, your business cards, your products; text should be the same, colors, imagery, and more. This is how you become a memorable brand.

7. Encourage More User Generated Content

User generated content is also extremely powerful, because it adds to the social proof that we mentioned earlier. Why not encourage them to take a picture of themselves with your product and post it on social media? You could even create a competition to make this more attractive. When people see that other people are loving your products, you will build trust.

8. Act Responsibly

Finally, act in a responsible manner. Watch what you put on social channels and triple check everything before posting. Make sure nothing you can say can be misconstrued. Also, customer data should be kept under lock and key online. As soon as you mess up with their data, it’s over for you.

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