There was once a time when having a great product is all you needed for your business to make money. That’s no longer the case today. Trust is more important than ever before, which means even with a great product, customers aren’t going to buy from you if they don’t trust you.
Building trust isn’t straightforward, but that doesn’t mean you don’t have any control over how customers feel about your brand! There are things you can do to build trust over time so customers want to turn to your brand time and time again.
Show Them That You Take Security Seriously
Most of us no longer hand over cash when it’s time to buy something. Instead, most purchases are made with the swipe of a credit or debit card, while many other purchases are made online and shipped straight to your home. It has never been more convenient to shop, but it has never been more dangerous either.
Hackers can gain access to your customers’ information if you aren’t careful with your systems and your data. Customers have seen data breaches over and over again, and many of them have discovered their personal data was compromised, so you can gain a lot of trust if you take security seriously.
For example, ditch the perimeter security model and upgrade to a zero trust security model. This enables your workers to access information from any location without potentially compromising the information they are accessing.
Once you have made security updates, make sure you inform your customers! Send out emails, add information to your company’s website, post to social media, and write a blog article outlining the ways you are going above and beyond to protect your customers’ information.
Take Time on Reviews
Reviews are important to businesses, as most consumers check out reviews before making a purchase. Although reviews are ultimately up to your customers, you do have some influence over how they impact your business.
Encourage customers to leave positive reviews by offering an incentive, like a discount on a future purchase. It’s also important to respond to reviews. That includes responding to negative reviews with possible solutions to their problems, but it also includes thanking other customers for their kind words.
This shows customers that you care about them and their experience with your products.
Be Easily Accessible
Have you ever tried to figure out how to get ahold of a company, only to be left frustrated because all you can find are automated chat boxes and canned email responses? It’s enough to make you never shop with that company again, so don’t be like them!
Instead, make your brand easily accessible. That means providing multiple ways for customers to get in contact with you, which includes by:
- Live Chat
- Social Media
Just make sure that customers can easily find how to contact you on your website. If customers have to Google how to get ahold of you because they can’t figure it out on your website, you’re going to lose their trust.
It’s important to build honest relationships with your customers. There are many ways to do this, and the more you try, the more trust you will build.
Manage expectations for your product, which might mean being honest about what it can’t do. It also means being honest with your customers about what they need. If a product or a service isn’t right for them, or if you know it’s going to cause them financial strain, you can gain a lot of trust by not recommending those products and recommending other, less expensive products instead.
Go Beyond Your Product
If you focus solely on the quality of your product, you’re going to be surprised to see revenue slip. That’s because customers aren’t just shopping for a product or service—they are shopping for a brand they can trust. A whopping 71 percent of consumers buy from brands that align with their values, which means you have to go beyond your products.
Donate to causes that align with your brand, go green with your manufacturing process, or volunteer in your community. It will show your customers that you care about more than just making money.
It’s important to make sure you have a great product, but don’t stop there. If you really want your brand to experience success, make sure you focus on trust too. That way, customers want to buy from your business over and over again.