Jan 24, 2020
Trust
is key when it comes to customers converting and purchasing your products or
services from you. They need to trust what you say is reflected in your actions
and know they will be supported or receive the product promised.
The
challenge is, trust cannot be established right away and is built over time. It
is not something rushed or forced and must be earnt naturally.
The
value of establishing a solid base of long-term customers is more cost and
time-effective than constantly acquiring new business. Not only does earning
trust from your customers retain them, but it will assist you with new leads
and sales through word of mouth.
Being
seen as trustworthy and building a loyal client base is important when it comes
to your business and we have highlighted 5 ways you can build customer trust
and long-term relationships.
Customers Trust Customers
Companies are
always going to paint themselves in a positive light, and no matter how
trustworthy they come across, consumers are always going to trust other
consumers as they have had real-life work experience with you and can vouch
from a customer’s point of view.
This is why
client and customer reviews on your website are so valuable. You can utilise
those reviews to your advantage and have them published on your Google Business
Page, social media channels or create testimonials for your website.
Hearing from
consumers will always instil more confidence in prospective buyers and make
them feel comfortable giving your business a chance and trust your brand right
from the start.
Customer Service is Key
Providing
high level customer service has major impact on retaining your customers and
building their trust.
It is
vital to set high standards of providing a quick turnaround with work and of quality.
Go the extra mile for your customers and don’t just turn to the most
cost-effective way to resolve issues, this can cost you more down the line.
Businesses
outsource and are willing to pay the price if it means they get the end result
they are after, or even better, have their expectations exceeded.
There
is no one size fits all approach to serve your customers, as they are all
individuals and like to be treated so. Although you have frameworks in place,
adding those extra efforts and your personal touch will go a long way in
building trust and a long-term working relationship with your clients.
Make it Personal.
Customers
are more likely to purchase from you when you treat them like a human. Sounds
simple, but when things get busy and automated processes are in place, creating
that personal feel for your brand can be overlooked.
Building
a brand that speaks to your customers like a human being will make them feel
comfortable to buy from you. This not only applies in marketing and
advertising, but also how you interact with customers and clients.
Don’t
follow a rigid script as that will make you sound robotic, instead encourage
your communications to clients and customers to be engaging, real and human.
Online Security is Key to Prevent Loss of Trust and Financial Setbacks
It is crucial your customers feel safe when they
purchase from you. For example, if the online checkout process for your
shopping site is tedious and hard to navigate, visitors may suspect the
platform is not secure.
Basic measures such as using trusted payment options
and implementing an SSL certificate are ways to assist with customer trust
online. SSL certificates are used to encrypt personal details such as credit
card details, login information or any other sensitive information to prevent
confidential information being exposed. This can lead to not only loss of
trust, but major financial setbacks, so it’s key to have IT infrastructure
management procedures in place.
No More Spam Emails
Not only does spam emails make your IT
infrastructure vulnerable to cyber-attacks, but customers who receive spam
emails supposedly from your organisation will instantly lose trust and
disengage with your company going forward.
You can block spam emails by implementing a hosted
spam filtering solution on top of your hosted email services. This solution can
also be used to blacklist suspicious domains and ultimately assist with
building that customer trust.
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