Trust is the primary reason why reputation is important for any business. If a business is able to establish a good reputation, first-time buyers will be more willing to take a chance because of other buyers’ trust. The value of a good business reputation may even be just as important as having a good product, because a great product isn’t going to sell without buyer trust.
At its very core, running a business is all about building relationships. A business not only grows with sales, but also with returning customers who develop a loyalty to the brand. And again, developing loyalty requires the development of trust. So, with this in mind, how do you build customer trust?
Improve Your Security
An improved security system is necessary for any business, but it is most especially important for eCommerce websites because of the fact that transaction details will almost always include buyer payment information. Beefed up security is going to give your buyers a semblance of confidence that their information will be safe from prying eyes.
Not only that, but you also have to make these security improvements known to your website visitors. This not only acts as a means to build confidence in your prospective customers, but it also acts as a deterrent for unscrupulous elements.
Be Active And Responsive On Social Media
It’s a well-known fact that social media is a very effective platform that you can use to reach your target market because almost everyone has at least one social media account. It’s important to show that you’re active on social media because this helps build brand visibility, which makes it easier for prospective customers to find you. You can even create an opportunity for more exposure if you’re able to share viral content that’s related to your business. A good way to do this is to leverage trends, seasons, and events in creating your social media posts. Remember that content relevance is a powerful determining factor on whether or not your content is received well.
Engage Directly With Your Customers
Another thing you have to do is to ensure that you’re engaging directly with your customers on social media. Not every question has to be handled through customer service. While this can be time consuming, it shows that you care about your customers and you can use the opportunity to direct customers to your business website, which would also help improve traffic to your website. The comment section on most social media platforms provides an opportunity to address questions that can be answered immediately.
However, it’s important to respond to these queries properly because a copy-paste response can easily be detected and it’s going to make your brand look insincere, which would also cause your audience to distrust you. And as is the nature of customers, they will tend to let people within their network know of their experience with your brand, whether it’s good or bad.
Invest In A Good Customer Service Department
For the questions that cannot be immediately answered via your social media platforms, you need to rely on customer service specialists who are trained to handle case-by-case problems. These representatives should have the tools to properly handle even difficult problems. Issues are sometimes unavoidable and it’s important to be able to resolve these issues as best you can.
Most customers who experience problems aren’t automatically vengeful and they are willing to let the company help them rectify the problem. Remember that your customer service representatives are your brand’s authorized representatives, and thus, they carry your brand with them and the tasks they perform, as well as the attitude they display are perceived by customers as something that your brand reflects.
Ask For Feedback And Manage Your Feedback
Finally, the importance of feedback can never be overemphasized as reviews will often serve as the basis for whether or not a new buyer is going to take a risk on your business. It’s important to manage your reviews. This doesn’t mean that you remove any negative reviews on your site, but rather that you respond to negative reviews properly.
This not only functions as a way for you to explain your side, but also to show your customers that you are a trustworthy business to deal with because you are able and willing to take accountability for any shortcomings.
Set The Right Expectations
Customers aren’t as ready to trust brands as they used to. This is because of personal and vicarious experiences wherein brands have over-promised, only to fall short of that promise. To be misguided by a brand and for that brand to get away with their money is one of the most harmful experiences to a person because of the fact that a customer is not only giving you money when he or she makes a purchase, but rather, a customer is also paying trust forward.
It’s very important to be clear with what you’re selling or the service that you’re providing. Information that is expected should be provided clearly and concisely. Product descriptions should be accurate and truthful, as well as shipping fees, shipping times, etc.
The importance of straightforwardness cannot be understated, especially when customers can leave a review on your page. Sometimes, while you may not be at fault, inaccuracies in your descriptions might be more than enough to cause a customer to leave a negative review on your page, which would, in turn, dissuade other customers from buying your product, or using your services.
The need for customer trust is essential for any business. If there’s one thing that’s more valuable than a paying customer, it’s a loyal, returning customer. You can’t build customer loyalty without first establishing trust. What’s more is that trust is difficult to earn, yet so easy to break, thus, earning and keeping trust is a never-ending process that brands should never neglect. So, keep these tips in mind and remember that good business is also about building good relationships.