Customer Experience

4 Steps to Building Customer Trust

Your customers’ trust is the best advantage you can have in your corner.

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Think of the places you like to shop most often. There are probably a few traits that stand out: a clean store, a free-and-easy return policy, outstanding customer service…but if you’re a regular customer, one thing is for certain: you trust the company.

Trust is essential when it comes to solid customer service. If your customers don’t trust you, they aren’t going to buy from you. But if they do, they won’t only return; they’ll blab out you to others and help spread the word for you. Here are four steps to build the trust of customer’s today so that they return again and again.

Embrace Excellent Communication Habits

The number one factor when it comes to trust building? Communication. Whether it’s a marriage or a business transaction, having open, honest communication is vital to any relationship. Ignoring customer service e-mails, forcing people to wait in unreasonably long queues, or not specifying how customers can get a hold of you are all things that will harm the trust your customers have in you. Be very clear about how long customers can expect to wait before hearing back from you.

Highlight Testimonials

Have past clients raved about your phenomenal service? Highlight that on your website. Third party testimonials will do more to build customer trust than your own behavior ever will. By sharing the positive things others have highlighted about your business, you’ll show that your other business relationships find you trustworthy—and so should your new leads.

Do What You Say You Will

Do you have a clear refund policy? Then honor it. Do you share a timeline of when clients can expect products or services to be delivered? Be on time. The easiest way to break trust with a customer is to not do the things you’ve said you’ll do. It seems obvious, but plenty of companies will try to squirm out of returns or tell people on hold in a call center that their calls will be answered shortly when it will really be hours. Keep your word.

Prioritize Customer Security

Credit card information being hacked and data being sold are two kisses of death for businesses when it comes to consumer trust. Keeping your customer’s information private is essential for building a trustworthy business. There should be a high emphasis within your company on respecting the privacy of your customers and keeping any information they’ve trusted you with safe.