But 2020 has completely changed the way people view businesses. After issues ranging from health concerns to racism swept the globe, companies are under a lot of extra scrutiny about the standards they hold. More than ever, consumers want to know that they can trust your brand to follow through with your promises. 

Unfortunately, many businesses are coping with the aftermath of 2020 by “being more efficient” rather than connecting with consumers. But remember, you’re dealing with people who want to know that they are heard, respected, and appreciated. Basically, they want to know that you stand for something other than making money! If you want your business to succeed, it’s time to start working with consumers in the way they want to interact. 

Consumers look to their social feeds for “sneak peeks” into the lives of people they admire or are curious about, and your business is no different. People want to get a feel for your company through pictures and reading your brand voice. It lets them see your business as a friend and gain insight into what you value and support.

So make sure you’re active on social media! Post regularly to update consumers on how your company is helping them. Make announcements about what changes have happened recently, which causes you’re supporting, and even when a big sale is happening. And be sure to stay engaged by responding to the people who take the time to comment on your posts. It shows them that you care enough to return that time and attention!

One bad customer experience is all it takes to immediately put you on someone’s blacklist. And you never know how much influence that individual will have! Conversely, studies show that 77% of customers have shared positive experiences with their friends and family, promoting a brand’s reputation in the process!

 Be preventative about your customer service with policies and representatives that work for consumers, not against them. Do your best to turn every (reasonable) customer into a repeat customer. This is your chance to work with consumers one-on-one and show them how much you care about them as individuals!

If you’ve ever visited a website looking for contact information that wasn’t there, you know how frustrating it is—and how fishy! One of the worst mistakes you can make is to “hide” from your customers. Ensure that your contact details are clearly available online and that there is always some way to contact the company. 

Have an email, phone number, and even a chat box ready to answer the essential questions that turn inquiries into sales. And the faster you respond, the better! Study shows that even a 5-minute delay lowers your chance of connecting with a lead by 10x, compared to an immediate response! 

People trust other people more than they trust your company. That’s why integrating genuine reviews and testimonials into your website can immediately boost your credibility. According to Strategic Factory, 88% of consumers said they trusted testimonials just as much as personal recommendations, and having testimonials present can generate up to 62% more revenue on every purchase. Who wouldn’t want that? 

Testimonials and reviews are evidence that you’ve done something right for other people and made sure that their needs and wants were met. In fact, they may be the most effective way there is to build a trusting relationship with future buyers!  

For consumers to trust your business, they need to know what you really stand for. This means being open and honest about what you’re going to deliver and how, which ties into your company’s values. 

If you can truly show your consumers that your values are above-board and even in line with theirs, you’ll naturally engender a relationship of trust. However, if you use false advertising, gimmicks, or less-than-quality products, you’ll quickly ruin any chances of finding repeat customers. 

This also includes following through on the promises and values you’ve established for your company. If you claim to stand for something, be sure that even “behind the scenes,” you’re sticking to that policy. Those kinds of things have a habit of leaking to the public and ruining your false reputation.  

Trust is essential to keeping your business in good standing with society. No matter how good your advertising or sales, you won’t get far without building a good relationship with consumers. If you’re looking to implement some trust-building techniques into your business, be sure to contact Alex at Rossman Media to see how we can help! Contact us anytime at alex@rossmanmedia.com.