Building trust is one of the most important objectives for an upcoming brand in any industry. Customers want to know that they’re dealing with a reputable and reliable company that always comes through in a timely and satisfactory manner.
Getting a customer to spend money once is a great start, but to really be successful in the long-term, you’ll need to promote repeat business by establishing strong relationships built upon positive experiences. With that said, here are 5 ways to get your customers to trust your company more.
1. Provide a Help Desk Resource
Comprehensive customer service that is made available through multiple contact methods is the best way to let your customers know that their concerns are always a high priority. More specifically, you’ll want to provide support via email, phone, online chat, and web forms. To save time and make things easier, you can use help desk software to manage all your IT support needs within a centralized interface.
2. Accurately Represent Products and Services
Once you have your support channels running smoothly, you can prevent customer disappointment and promote a flawless brand reputation by making it a policy to only promise what you can consistently deliver. Do your best to accurately describe features, avoid using tricky fine print or hidden fees, and clearly outline terms of service so that customers know what to expect.
You should also use highly detailed pictures, videos, and product descriptions to show your customers what they’re getting beforehand and instill confidence in first-time buyers.
3. Hold Quality and Punctuality as the Highest Priorities
Although profits, conversion rates, and traffic are certainly important metrics to pay attention to on the backend, all customers care about is whether your products/services perform as advertised. Maintaining a high level of quality control and punctuality will ensure that customers have enough trust to continue doing business with your brand.
4. Follow Up and Welcome Input
Touching base with your customers to make sure they’re satisfied after a purchase is an excellent way to show them that you’re not just about making one-off sales. Likewise, asking for their opinions, recommendations, and reviews helps to promote engagement and public dialogue that further boosts brand awareness and authority.
5. Maintain Highly Responsive Support
Merely having support available as mentioned in the first tip isn’t enough if your competitors are even more responsive. Although it’s common for companies to aim for a 24-hour maximum correspondence turnaround, it may be better to aim for a 1-hour max response to emails and easily reachable phone/chat support within business hours.
Marketing surveys have proven that consumers tend to trust companies that are able to quickly respond to queries on a same-day or instantaneous basis.
Communication and Presentation Are Paramount
As you can gather from all the suggestions above, the most important steps you can take to establish trust with customers is to always be accessible and present your brand with the utmost professionalism. Initial trust stems largely from aesthetic appeal but ongoing trust in a brand can only come from great products and services accompanied by stellar support.