Why is customer trust essential for your business? People won't spend their hard-earned money on a brand they don't believe in. No matter the quality of your product or service, if customers don't trust that you can deliver, they are still unlikely to purchase.
According to the Edelman Trust Barometer Special Report, it's one of the most critical factors of the consumer decision-making process. Sadly, many business owners don't realize the importance of establishing trust with their target and existing customers.
But how do you build customer trust? Like other business undertakings, it's not something that you can do overnight. It can even be more difficult, especially when dealing with a skeptical customer. For starters, consider the following strategies:
1. Increase Brand Awareness
These days, consumers depend on family and friends' recommendations. They often do extensive research about a brand, product, or service before deciding to purchase. Making your business known is the first step you can take to foster credibility and trust. It's easier for people to trust and become comfortable with your business if they are already familiar with your brand.
2. Personalize Products and Services
Personalizing your products and services is another crucial factor in building trust. You may get people to try what you offer with an excellent reputation. But it won't be enough to turn them into repeat customers. If you cannot deliver the expected service, consumers may stop purchasing from your brand.
Meanwhile, they're likely to trust and continue doing business with you if you pay attention to the customer's specific needs and wants. And you can do that by tailoring your offerings based on their productivity, financial, process, and support pain points.
3. Perform Account Planning
Acquiring new customers is vital to growing your business. But unlike the traditional way, you can’t expect to make a sale by simply making a list of your product’s features. These days, understanding your potential customer’s business goals and strategies is also crucial. And to gain their trust, you must clearly convey how your products can help them obtain these objectives.
How can you make it possible? This is where account planning comes into play. Before pitching your product, ensure that you have thoroughly analyzed their needs. Note that this includes examining the current industry trends and how your solution fits their reality, such as their existing technology and current workflow and processes.
In addition, positioning your product’s unique value against all competitors is also essential if you want to make a sale. Thus, find out the decision-makers, influencers and users of your products. This will help you develop better strategies that will win them over. Remember that value proposition still plays a role in the buyer’s decision-making process.
4. Use Customer Feedback Loop
Ensuring the customers have the best experience is crucial in gaining their trust. And it only takes one negative encounter for customers to feel bad about your brand and never return.
One way to ensure that you meet and exceed customer expectations at every touch point is by getting their feedback, both good and bad. This will help you deliver an improved product customer experience. And the more they value interaction with your brand, the more likely they will trust you.
5. Offer Customer Loyalty Programs
It's essential to maintain trust and establish long-term connections among your customers. And one way to make that possible is by offering customer loyalty programs. Exclusive deals or special sales are a great way to drive customer interaction and loyalty. As your long-term customers grow, more people will trust and advocate for your brand.
Always Have the Customer in Mind
Building trust and loyalty among customers doesn't happen in an instant. It will take a lot of time and resources. But, whatever strategy you employ, always have the customer in mind. This can help you focus on crafting messages, products, and services that appeal most to them. Remember that customers are more likely to trust you if they feel valued.