Trust and loyalty are difficult to gain in any business! If you are running a business, it is your utmost priority to gain customers’ trust and loyalty. Compared to continuous acquisition, customer retention is much more affordable. It is more expensive to earn a new customer than to keep an existing one, especially in the e-commerce business. Specific loyalty programs assist in building relationships with your customers, and this increases trust among your customers.
Loyal customers like to perform marketing for you by promoting your products and services to their family and friends. Customers’ trust is a mutual behavior of what they get. Trust arrives when you get to know about your customers’ wants and needs and start respecting them apart from offering appropriate service. Acquiring the trust of a customer is very important for keeping them engaged in your business.
Some quick things to consider when trying to build trust and loyalty with your customers
- Be as professional as you can with your customers
- Try to connect with your customers through social media
- Never forget to respond to customer reviews whether they are bad or good
- Provide proper responses to their inquiries
- Offer live chat option
- Be constant over the board
- Accept your mistakes and correct them
- The most important thing to consider is – Value Your Every Customer
Moving towards, we will talk about the tips to build trust & loyalty with your customers
● Go for offering superior customer service
Customer service makes a big impact on customer loyalty and customer retention. It is important to offer a dedicated support staff and build high standards for the need of providing high speed and service quality. When you hired and start training your support agents, you will make the whole process of reaching customers easier. Also, offering various support channels and then feature that channels on your website. At the time, when customers will reach you with multiple queries and issues, make sure you reply to them properly and satisfactorily. Create some guidelines that will assist your agents to answer the queries of your customers properly. Make sure that you are having some tools that will help your customers to find appropriate solutions to their problems.
● Publish customer reviews and testimonials
Every customer has their own experience with their brand and this is the reason they opt for giving reviews and testimonials. Running an e-commerce business is not an easy task. Not only running a business but engaging customers and keeping them to trust your business is another big challenge. Posting reviews and testimonials on your website will encourage your customers to trust your business. You can always ask your potential and valuable customers to provide a testimonial by sharing their working experience with you so that you can post that on your website.
● Be transparent and honest with your customers
There is no shortcut to achieving huge success and the same applies to gaining customers’ trust. You will just need to earn their trust by doing an immense effort. Now, here the question arises how you are going to do that? So it’s pretty simple, be as much honest and transparent with your customers as you can. Don’t exaggerate your experience with customers and be straightforward. Provide your customer every single piece of information about your business which they have the right to know that includes pricing and limitations. Obviously, all these will help them to make the right decision. The more you will be straightforward with your customers, the more you will boost the chances of getting repeat business.
● Identify your target audience
Knowing your audience doubles the chances of building trust and loyalty with your customers. By performing research for knowing all the needs of your customers will help you to understand their issues and the areas where they are facing difficulties. By doing this, you will be able to solve all the problems of your customers. If you will understand customers’ needs and offer them a viable solution to their problems, then you will definitely get success in gaining their trust. Customers always want to deal with such a company that works closely with them and takes a full interest in solving each and every problem.
● Never forget to ask for a genuine feedback
Customers are always curious to know every bit of information about their brands from where they are going to buy. The best way to collect all such information is by asking for genuine feedback and input on a regular basis. You can send surveys to your customers and ask them to share their opinions. The list contains questions like whether they are getting proper and instant support when they have queries? Were they satisfied with the experience of your company? Majorly, your surveys cover areas wher customers can offer suggestions and improvements for making your organization better.
● Be easily reachable
Contact page of any website is the heart of your company that allows you to interact with your potential customers. It is probably the most visited page of your website where user lands and finds out how to reach you. Some people look for the user interface and user experience of your contact page. Make sure you have a user-friendly, attractive as well as interactive contact page on your website. Enahcning the conversion rate of your contact page will leverage your business. It is always better to mention everything on your contact page that you can like phone number, email address, social media accounts, and utmost important live chat functionality so that customer can connect with you instantly for any immediate query.
To acquire the trust and loyalty of customers is a challenging task for any business as they both are the pillars of a strong customer base. Also, if you are aiming for a long-term customer relationship then this will add huge success to your business. There is no rocket science in building trust and loyalty with your customer, it requires following some tips that we had mentioned above. Just go for offering superior customer service and excellent customer support. Stay transparent with your customers on every stage of the buying process and take their feedbacks regularly. Following these tips, you will surely gonna build trust and loyalty with your customers.
I believe that Writing is not a competition or fear. Writing is an art, a passion, a love. Applying these thoughts in my writing, I always put my strong efforts while writing on any topic. I love writing and technology is my favorite part. Food is my strength as well as my weakness ;)
Interesting Related Article: “5 Key Skills for Superb Customer Service“