Customers are the biggest asset of any business and people tend not to do become customers of businesses that they do not trust. As such trust is one of the most important critical success factors for any business. Below we delve further into why trust is so important to the success of any business, how to gain it and more importantly, how to maintain it.
Why is customer trust important for businesses?
Customers are the reason your company exists. While a customer may buy your product or service initially, trust cannot be bought. With competition increasing and public trust in businesses, organizations, the media and government at an all-time low, gaining and maintaining the trust of your customers is more important than ever.
Building said trust is about more than quality products and services. Before and after sales services and processes help to build the trust between business and customer. Below we have listed some key tips to help you build trust between you and both potential and existing customers.
How to gain (and maintain) your customer’s trust
1. Good Online presence. The first-place people look for information about a company they are considering giving their business to is online. Being visible and more importantly, contactable online is the first step in developing trust with your potential clients. A good social media presence with good response times and a clear, easy to navigate website helps with this. A Facebook page that has not been updated in 2 years will not establish trust with a potential client. A website where information is not readily available can generate suspicion. Your social media pages and website should be populated with up to date, relevant information with contact information/options clearly visible. 2. Be easy to contact. Your clients or potential clients should never struggle to find contact details for your company on your social media and website. Clearly displayed contact details (e.g. phone number, chat option or email address) that are regularly monitored give potential and existing clients a sense of security. If a customer is not able to find an answer to their question on your website, they should be able to get answers directly from your company in a quick and efficient way. 3. Provide quality goods/services accompanied by the best customer service. How a business provides customer service is a huge factor in how customers see the business. It is important to make sure that customer service teams are aware of the importance of their role. Customer service should be consistent, prompt and solution driven. Customers who feel taken care of come back and even recommend the business to their friends and family. 4. Share any reviews and feedback on the business’ website and social media accounts. Consumers do not simply purchase from a business because they like the product or service being offered. These days, with plenty of sources available online, consumers do their research first. They check out feedback and reviews to learn more about the business. Business owners should share any reviews and feedback that they get on their website and on their social media accounts to help people looking for more information get what they are looking for. 5. Show honesty and transparency. Being honest, open, and transparent helps customers trust a business. Business owners should make sure that they are honest about their products or services. While some still do make exaggerations to promote their products or services and it helps get people purchasing what they are offering, it does not equate to repeat customers especially when they become disappointed with what they bought. Be clear about the terms of your product and/or services and allow customers to make their own decisions.
Gaining and maintaining customer trust is key to the success of businesses. It helps increase sales and customer retention. A company that places customer trust on the same priority level as profits will find success in the long term.
published under Business Address Guides
