Today, the online market is highly competitive and quite overcrowded. Businesses, especially new ones, have difficulties standing out and reaching out to their customers. However, it’s up to customers to choose whom to do business with. Nowadays, consumers are not focused on companies that can only provide exceptional product quality.
As a matter of fact, they want to do business with companies that are reliable and trustworthy, as well as companies that can provide a seamless customer experience. Trustworthy businesses are in high regard from a consumer perspective, even if they aren’t as developed as some of their competitors. In addition, trustworthy businesses are more likely to retain customer and ensure their long-term engagement, as well as loyalty. With that in mind, here are a few ways to make your business more trustworthy.
Customer service and support
As mentioned, consumers want to do business with companies that can provide a seamless customer experience. Customer service and support are vital components of that experience. What’s more, they are also vital for building trust with your customers. The quality and speed of your service and support will determine how customers will perceive your business. With that being said, train your staff to provide exceptional support and be available to customers as much as you can.
There’s no doubt that consumers will have additional questions or run into slight inconveniences. Make sure your staff can provide customers with proper solutions. What’s more, you can also include a FAQ (Frequently Asked Questions) page or a knowledge board on your website for customers who prefer self-service. That way, your business will become more trustworthy due to the exceptional service and support you provide to customers and they’ll be more likely to do business with you again.
Ask your customers
Many businesses today hesitate to ask their customers regarding business operations, offers, products, services or anything else, for that matter. This is, however, a mistake because customers can provide you with a lot of relevant information. You can use this information to vastly improve your efforts and even become more trustworthy as a business.
You should always strive to get customer feedback. What’s more, if you improve upon the feedback your customers have provided you with, you will easily gain their trust. Consumers prefer businesses that actually listen to them. They will appreciate the fact that you’re willing to make an effort and improve based on their input. This will not only encourage them to do business with you, but will also ensure their retention and loyalty.
Becoming a trustworthy business is not easy. You must earn customer trust, which is an ongoing process. The best way to achieve that is to be transparent and honest about your business and your offers. Don’t try to mislead customers into believing you’re more deserving of their trust than you actually are. They will notice it sooner or later and your reputation will only go downhill from there.
Also, be honest about the product or service quality you offer to customers and be clear about what they can expect from you. This will not only make you more trustworthy but consumers will greatly appreciate you for being up-front about it. Of course, you might drive a couple of customers away but it’s always better to set clear expectations, to begin with than it is to deceive customers who will abandon you for good once they figure it out.
Leverage customer testimonials
More often than not, consumers will simply refuse to believe you’re trustworthy, no matter what you claim. However, this is something you don’t have to stress over too much, as it can easily be fixed. The simplest thing you can do is leverage customer reviews and testimonials. Allow satisfied customers to speak on your behalf and other consumers will soon follow.
The main reason is that 84% of consumers actually trust online reviews as much as they’d trust a personal recommendation from a friend or a family member. In addition, 91% of consumers read online reviews, while 68% of them form an opinion after reading between one to six reviews. Therefore, if you have satisfied and happy customers, try to encourage them to give referrals, word-of-mouth recommendations or to post a review. That way, other consumers will deem you trustworthy.
Establishing trust with customers today is essential for business success. If you’re not behind a reliable business that customers can trust, they simply won’t do business with you. That’s why it’s important to cater to customer needs, in order to ensure their engagement, retention and loyalty.
Dan Radak is a marketing professional with eleven years of experience. He is currently working with a number of companies in the field of digital marketing, closely collaborating with a couple of e-commerce companies. He is also a coauthor on several technology websites and regular contributor to Technivorz.