A successful business is built on one of the simplest of business concepts: trust. By building client trust, your clients will most likely be clients for life. The handshake used to be the backbone of building trust and relationships with customers, and in some businesses, it still is. With the expansion of technology, however, many businesses no longer have much or any face-to-face interactions with their clients.
So how do you build trust with your clients in today’s business world? Think of it as the virtual handshake. Businesses need to develop client experience principles that mirror the face-to-face interaction of yesteryear. Following are some things to consider to build trust with your clients.
You can’t say it too many times! The service you provide to your client is the most important principle for building trust. Concerto Marketing Group conducted a survey that showed when a client trusts a brand, 83% will recommend that company to others. That speaks volumes about brand loyalty.
Whether you’re an online business or you have a physical office, client service comes in many forms and can be applied to both types of businesses. Consider these customer service standards:
If customers feel that you don’t know them or understand their needs, your ability to build trust will be limited. Take the time to really learn about what your customers want and need. Use analytical tools such as Google Analytics or Survey Monkey to learn more about them.
Always communicate with your clients based on their preferences and not yours. Develop a system that will allow you to communicate with your clients in a manner that suits them. If a client prefers email, don’t call them. Use your monthly newsletter to keep in contact with clients and prospects.
Keep the lines of communication open through social media. Addressing client service issues in an open forum can be very beneficial, because if done well, it will also show other clients the lengths that you will go to ensure you have happy clients. Social media also provides you the opportunity to ask for opinions and other things you can provide that would be helpful to your customers.
Encourage your customers to provide reviews on your company, products and service. Research shows that an astonishing 90 percent of Americans say buying decisions are influenced by reviews, because the impartiality is extremely valuable to buyers. Offer customers the opportunity to provide a customer review on your product or other landing pages. Make sure that you include both the positive and negative reviews because customers are less likely to trust a company or product that only has five-star ratings.