All business owners understand that customers are the biggest asset in their company. Without them, businesses would not even exist at all. However, getting people to buy your product is not enough. It’s important to retain your customers and make use of their loyalty to promote your brand to other prospects.
You can maintain healthy relationship with customers by building trust. With customer trust, you can increase leads, improve customer experience, and make even more sales. Building customer trust will also help you boost the legitimacy of your site.
Why Build Customer Trust?
When you’ve gained the trust of your customers, they will look for your brand whenever they need similar products. Not only can you get their patronage, but they will also refer you to family and friends. When they need something they know you offer, they will contact you first. Therefore, to build customer trust is a huge return on your business.
Customers who trust you see your site as a go-to place for their needs. They trust your brand and they know you will provide them with quality and excellent customer service. Trust also brings customer loyalty. Even if they have other cheaper options, they will still purchase your products if they’re loyal to your brand. This means you don’t need to deal with price wars with competitors.
Most of all, when you have your customers’ trust, they won’t question your prices. Since you’ve delivered quality products and they have tried them, there’s no reason not to buy from you again. This will give you continued sales and profits in the long run.
Tips on How to Build Customer Trust
Now, if you’re looking to learn how to build customer trust, there are successful tips you can use to efficiently manage your website and build authenticity. The following are some effective trust-building strategies you can apply to your marketing campaigns:
1. Engage your community. When you focus your efforts and marketing campaigns on building customer trust, it’s good to start in your own community. Tell a story about your brand. Let your message convey something that customers can relate to. Be transparent and let them know why you started your business.
Combining a good brand story with recognizable attribute is an effective way to touch the emotions of your target audience. Instead of building a faceless corporation, you can develop a unique and identifiable brand style your customers can easily remember.
Another excellent idea to gain your target market’s trust is by sponsoring community events you are passionate about. This helps in increasing brand awareness while building interests you and your customers have in common. Show them you care more than promoting your products and making sales.
2. Work on prospective customers. Communicate with customers and treat them like human beings. Do not use a chatbot when dealing with them regarding important concerns. Customers are turned off when they are sent automated responses.
Being authentic by developing a unique brand voice based on your humble beginnings is the best way to engage with customers. You can also build trust by simply valuing customer feedback. Make them feel you understand their needs and that they are getting the right product or service they exactly want.
Get reviews from your current customers so that prospects will learn about your brand through their experience. According to Pew Internet, 82 percent of adults in the US read reviews before they buy a product. The report also shows 88 percent of buyers trust reviews online and see them as personal recommendations.
3. Build relationships with existing customers. How do brands build trust? For starters, you need to complete quality work in order to gain your customer’s trust. Keep your communication lines open and do not make any promises you cannot keep. Make sure you can deliver the expectations of your customers.
Don’t stop rewarding your loyal customers. You can give them discount codes, real-time updates on products or services they buy, and free email newsletters. These strategies can boost customer retention and provides higher profits.
4. Never forget partners and marketers. The most overlooked part of trust-building is maintaining relationships with business partners. Make sure that your vendors are also given proper attention. When you have good relationship with your partners and vendors, it can increase positive brand reviews and referrals.
There are basic principles you can apply when maintaining good connections with partners and vendors; these are fairness, honesty, mutual benefit, and respect. Without these values, it would be hard to maintain relationships in your company. So make sure to be fair, honest, respectful, and offer benefits to your people for a long-term success.
5. Create relationship-building content. Content is one of the most powerful tools that help brands connect with their customers. It’s useful especially when they don’t have any idea of what is offered. By creating content that slowly introduce your brand to new customers, you can build their trust.
Blogging is a great way to show you are investing time in your brand and customer’s problems. This is also an effective strategy to build trust with new customers while strengthening relationships with existing customers. Quality content will keep customers updated with what’s in store for them.
When visitors leave a comment to your blog posts, take time to respond so they know you recognize them. In fact, it’s a great opportunity to engage with your audience while building personal relationships online. Also, make sure to respond in a way that is truthful instead of merely pleasing.
Content marketing offers an opportunity to show your expertise. Keeping a blog as part of your marketing campaigns will make your brand more transparent and trustworthy. For instance, if you own a restaurant, you could talk about tips in cooking some of your customer’s favorite dishes to demonstrate your knowledge about the business.
6. Prioritize customer’s safety. Making customers feel secure when transacting through your site is another way to build trust. Cyber security remains a big issue in the online marketplace. Showing that your site is safe from potential cyber attacks can help make more loyal customers.
Keep in mind that online buyers are wary when it comes to providing credit card details and other personal information. Assure them that any personal data will not be sold or used by third parties. To protect sensitive information, you can use security software to create additional protection for your database.
Display a security badge on your online store, like the Secure badge on Shopify, so that visitors on your site will know it’s safe to buy products from you. Customer trust, in return, can increase your conversion rate. For the same purpose, you may also consider using the TRUST app and other security plug-ins for more powerful security.
Online stores that offer multiple payment methods are also effective in gaining more customers. With more payment options, visitors are more likely to buy your products online. However, some shoppers prefer the most common payment methods over the others.
For instance, customers prefer PayPal as a common payment method more than other options. According to a study, while consumers trust primary banks and didn’t like depositing money to PayPal, 69 percent of surveyed consumers believe that PayPal is better at keeping their financial details protected from potential hacks.
If you can provide a payment method that people trust, they will surely choose your website. Some of the secure digital wallet options you can offer on your checkout page are Amazon Pay, ApplePay, and PayPal.
7. Provide a reliable return policy. Think of yourself as the online buyer, what is the first thing that makes you comfortable about buying from an online shop? A good return policy perhaps. For customers, a good return policy means excellent customer experience.
Most online shoppers look for great shopping experience. A hassle-free return policy assures customers that they can send the product back for refunds in case they have issues with the product or simply don’t like it. For them, it’s also a sign that you’re really confident about your products.
Moreover, return policies reduce risks consumers assume when purchasing products online. By offering free returns in 30 days, more customers will choose to buy from you. However, it’s not enough to offer a good return policy. You may also promote it on your business site through a web page that outlines the entire return policy or through a FAQ page.
8. Answer customer inquiries as quick as possible. Consumers who are not certain about brands usually reach out to customer support representatives. There are so many ways to reach out to you including your website’s email, social media profiles, and contact form.
The common concerns that customers raise are shipping dates, product details, and return policies. It’s important that you answer their inquiries in the quickest way possible. After all, a website that responds quickly to questions are more reliable and trustworthy than brands that take days to reply.
Speed is more important today than ever. Instant gratifications made customer demands more imperative. With that, you need to integrate real-time communication channels on your website such as a live chat. If customers know they can receive near-instant reply, that will encourage them to trust your brand.
Live chat increasingly becomes a staple in terms of customer service quality. It’s now the most preferred communication method for many consumers. Take for example the live chat customer service offered by Shopify where 92 percent of customers say they feel most satisfied when using live chat and 53 percent prefer the feature to other communicating methods with specific brands.
9. Product information should be detailed. When buying a product, a customer will need all the details before making a purchase. The more your buyers know about your products, the more chances you have to encourage them to buy from you.
Be specific when writing product descriptions so that customers can easily decide if it’s the product they need. For instance, instead of just saying “there are many colors available”, indicate the exact colors such as blue, red, and green.
In addition, some important details you can add to your descriptions include exact measurements, exact weight, warranty information, manufacturing materials, product ingredients, and individual features of the products.
It’s also helpful to provide more images or videos of the product. This will clearly demonstrate the quality of your product while showing customers how to use it. With full details, people are more likely to make a purchase on your site.
10. Give away samples. It’s a challenge to find first few people who will buy your product. The best way to do that is to offer your products as giveaways. Product samples generate interest from potential customers while it eliminates risks by gaining their trust.
However, not all businesses can provide giveaways, especially if they’re selling gadgets or larger equipment. This is only applicable to companies that can afford to give samples such as food. Earning customer confidence through product samples can lead to more conversions afterwards.
Give them to bloggers and ask for online reviews in return. Capture their testimonials and put them on your website in order to boost credibility. You can also send products to a few people that you know can refer to friends and colleagues. Distributing free samples during events can also help you get the word out.
This is an effective marketing strategy to promote your brand. However, make sure that you give your samples to the right people so that you will get maximum results.
Reasons Customers Won’t Purchase Your Products
Now that you know the best ways to build customer trust, it’s time to consider the reasons why your target audience won’t buy your products or services.
Potential customers always want to know if they can trust you. For them, it’s not important if you’re the biggest brand in the industry. What matters is your reputation and how you handle customers on your website.
Here are some of the most common reasons why people won’t choose to buy a certain product from a company:
Taking their hard-earned cash without giving them the exact product they need.
Giving them inferior product that is far from the one advertised on the website.
Getting a malware or virus from checking the website.
Selling their personal details to third party companies.
Providing them with spam content.
These are the big no-nos when earning the trust of your target customers. We all know that trust is earned and not simply given. So if you really want to succeed in building trust with customers, make sure that you offer them quality and value.
Staying Ahead of the Game
You can’t control everything, especially the things happening on the internet. But you can safeguard your customers and make them feel safe when buying from your website. Providing the best web experience could give you more sales and loyal customers.
Always be transparent on your site so your web visitors will know how you can help them and what to expect from you. By doing so, this will reduce the number of inquiries you get on your customer service channels. As a result, you can focus more on improving your web service.
Customer trust is projected to grow more in importance. In fact, the top consumer demand is honesty in offering a product or service. It’s good to drive numbers, but boosting brand authenticity remains the ultimate key for your company’s success.
Establishing credibility is a proven way to stay ahead from your competitors. If you can demonstrate positive consistency, your customers will surely notice. Once they trust you, customers tend to refer your brand to their family, neighbors, and friends. But it doesn’t end there. Keeping them connected to your business is the ultimate challenge.
To survive in the competitive market, you need to review your business strategies. Make sure they work with your branding so that more people will trust your brand when buying online products or services. Strive to make consumer trust a priority for your marketing campaigns and expect to increase loyal buyers in the future.
As for boosting the legitimacy of your site, fix the small things that tend to destroy customer trust. Take a closer look at your online shop including the homepage, the checkout page, the online products, customer service, and other areas. Look for reasons why you don’t get conversions despite the traffic you are receiving on your website – these could be the lack of good ways to reach you because your contact info page is hidden, obnoxious popups, etc.
Every little detail that makes up your site is important. From your headline to your contact page, everything matters. But trust should come first before sales. Do not hard sell or promote your products too much on your site. Provide useful information so that customers can benefit from your website. If they find you helpful, they are more likely to purchase your products.
The success of any business lies in the trust of customers. It allows you to take retention rate higher. At the same time, you can build your reputation and public profile to make your site a go-to place for users.