Mansi Rana,Managing Director of EZ Rankings
Building customer trust is an integral part of any successful digital marketing strategy. In today’s world, customers are increasingly wary of online scams and identity theft. Therefore, businesses need to ensure that they can build trust with their customers to create a strong relationship that will last the long term.
Trust is the foundation on which all personal or professional relationships are built. When your customers trust you, they know they can rely on you for quality products and services and accurate information about your company and its offerings. This builds loyalty over time and helps increase sales conversions.
Here are seven ways to employ your digital marketing efforts toward building customer trust. Before that, let's first understand more about customer trust.
Why gaining customer trust should be the #1 priority for businesses?
Customer trust is the most important factor when customers are deciding whether or not to do business with you. Building trust means that your customers know that you’re reliable and will provide them with an overall positive experience. When customers trust your business, they are more likely to become repeat customers and recommend your products and services to others.
How to build customer trust?
1. Use digital marketing for effective storytelling:
From how your product or service was created to why it’s the best choice for customers, storytelling can effectively build trust. Share stories about your business and employees on your website, blog, social media platforms, and email campaigns. Storytelling works because it humanizes your brand and helps customers connect with you on a deeper level.
Start with customer testimonials and success stories if you're wondering how to use story-telling to build customer trust. Showcase how your product/service has made a difference in people's lives to build credibility. Also, you can share the challenges that you faced while building your business as a way to build trust.
2. Have transparency throughout the funnel:
Customers are more likely to trust a business that is open and honest about its processes. Ensure you have transparency throughout the customer’s journey from awareness to advocacy. Do not hide anything from them, even regarding pricing or product information. Provide as much detail as possible on your website and in emails so customers can make an informed decision.
To ensure higher transparency, you can communicate with customers and respond to their queries quickly. Customers want to know what they are getting or paying for. Be transparent about your payment terms and pricing to build trust. Moreover, provide a secure checkout process and data security for your customers.
3. Leverage online reputation management:
The internet has made it easy for customers to spread the word about their experiences with a business. Your online reputation is critical to driving customer trust. Staying active and responsive on social media platforms, actively managing reviews, and responding to negative comments can help you build trust with your audience.
You can also use online reviews to demonstrate the quality of your product or service. Encourage your customers to leave reviews and showcase the feedback on your website or social media accounts.
4. Handle feedback positively:
No matter how well you do, customers can always have a different opinion about your product or service. It is essential to maintain good customer relationships by handling feedback positively. Respond to every comment, whether it is positive or negative and take the time to understand the problem and offer solutions to meet their needs.
This will show customers that you care and are willing to make changes for their satisfaction. Also, thank your customers for their feedback and let them know their opinion matters. Turning feedback into positive experiences for customers can help build trust in your brand.
5. Provide customer support:
Customers want to know they have someone to turn to if they have any problems with the product or service. Providing customer support in multiple ways, including chatbots, phone lines, email, etc., can help build customer trust and loyalty. Be sure also to respond quickly and offer helpful solutions that show you are dedicated to providing outstanding customer service.
Doing so will encourage them to come back for more. Regarding digital marketing, keeping your customers up-to-date with the latest news and trends is key. Use email or push notifications to inform customers about new products, upcoming events, and other relevant information to help them make informed decisions.
6. Have SOPs for different teams:
Standard Operating Procedures (SOPs) are essential for any business, especially in digital marketing. Having SOPs in place can help ensure that all teams are properly trained and clearly understand the roles they play in building customer trust. This will help create consistency across all parts of your organization, from customer service to product development. SOPs can also help keep teams accountable and ensure processes are correctly followed.
Marketers need to work with different teams, like customer service teams, to ensure that customers feel well taken care of. SOPs can help create an efficient and consistent customer experience that will encourage trust in your brand.
7. Make sure your website is secure and SEO-optimized:
Your website is the first place customers go to learn more about your company and its offerings. To build trust, you need to make sure that your website is fully secure and properly optimized for search engines. This means having an SSL certificate installed on your website and ensuring all pages are properly indexed by Google.
You should also focus on SEO-optimization of content, images, and videos. This will help your website appear higher in search rankings, increasing visibility to potential customers. Lastly, make sure that all of the contact information and forms on your website are up-to-date and functioning properly. Take help of SEO reseller to get the job done.
To summarize, building customer trust is an essential aspect of digital marketing. Focus on creating engaging content, having SOPs in place, and making sure your website is secure and SEO-optimized. By following these seven tips, you can create an effective digital marketing strategy that will foster customer trust in your brand.