Having customers who will stick with you for the long term is vital to the success of your business. While acquiring new customers is important, the cost-effectiveness of customer retention far outweighs that of customer acquisition. That’s why you must build trust and confidence with your customers. But how exactly do you do that?
Here are 7 key methods for building trust with your customers. By taking advantage of all of them, you are on your way to creating long-lasting relationships that result in long-term customers.
1. Put Your Customers First
We’ve all heard the saying “The customer is always right.” Well, it’s not just a saying—it’s a way of doing business.
Putting your customers first means offering the very best customer service possible. Every member of your team in every department must buy into this philosophy in order for your business to get it right. Challenge each employee to think about how they can positively impact customers on a daily basis.
Customers expect great customer service, but they don’t always get it. Make your business stand out with reliable customer service that never wavers. The high standards you set for your team will be met with customer trust and loyalty.
2. Resolve Any Issues Immediately
This goes hand-in-hand with putting your customers first. In any business, it is inevitable that you will have some unsatisfied customers. However, that doesn’t necessarily mean you have lost those customers or that your business is bad.
How and when you resolve those issues determines what happens to those customers. By fully owning up to the problem, addressing it, and fixing the situation immediately, you are showing that you value the customer and your business. You may even end up changing the customer’s opinion about your business and keeping that customer long term.
With TrustSpot, you can respond to negative product reviews immediately from within your account.
3. Make Your Brand Personal
Customers love to feel special, and one of the best ways to do that is to personalize your brand or business. Your customers are real people, so treat them as such. Scripts and generalizations will not go very far in helping you connect with your customers. Instead, encourage your team to engage with customers in a conversational way, whether it’s through marketing and advertising or through phone and email interactions.
Let your customers know that you understand their needs and you want to help them. Once they realize you have their best interests at heart, they are likely to stick with you in the future.
4. Be Honest
Always be honest and upfront about what customers can expect from your business. You should never promise something you can’t deliver or mislead customers with exaggerated claims. This will only cause dissatisfaction among your customers, as well as a definite lack of trust.
From your very first interaction with a customer, it is vital that you be completely transparent about what your business can do for them. That way, you will have no problem following through with your promises—and your customers will have no problem trusting you for the long haul.
5. Be Active on Social Media
In a relatively short amount of time, social media has become a key component of any business’s marketing strategy. Customers like to see businesses take the time to interact on social media. It shows that you have an interest in your audience and that you want to build relationships with your customers.
It is important that you not only post on social media but also that you respond to comments your customers make. This is a chance to start—and continue—conversations about your business, as well as to learn more about your customers and their needs. By building these relationships, you are also building trust.
6. Try to Be as Available as Possible
There will always be customers with questions, and they often want those questions answered quickly. Make sure that you have given customers multiple ways to reach out to you when needed.
Include a phone number and/or chat line that is accessible during business hours—or even outside of those hours if your business warrants round-the-clock customer service. Make sure that the contact information is easy to find on your website and social media channels. And be sure there is someone available to interact with the customer during the specified times. Customers feel comforted knowing that they can call on you for assistance at any time.
7. Ask for Reviews
It’s always helpful for buyers to hear the experiences of other customers before making a purchase. Asking for reviews from current customers and showcasing those reviews on your website are great ways to utilize this “word-of-mouth” marketing strategy.
TrustSpot makes the capture and display of product and company reviews an absolute breeze. Plus, this feedback from customers is a great way to keep tabs on what is and isn’t working with your business.
And don’t forget the importance of responding to reviews, whether the review is positive or negative. This shows customers that you care about their opinions and goes a long way in building trust.
The Bottom Line
It takes some time to build trust with customers, so don’t give up too soon. By staying the course and keeping the lines of communication open, you will ultimately win the loyalty of your customers and develop long-term relationships. It’s all about showing that you value each customer and their satisfaction with your business.