Customers don’t buy from companies they don’t trust. You can’t persuade or convince customers to continue doing business with you if they don’t trust you — and if that trust is ever lost once you have it, customers will look elsewhere to meet their needs.
No amount of customer service or sales training will help when customers don’t trust a company. In order to win their hearts — and wallets, you need to learn about gaining customer trust and go the extra length to build and maintain it.
One: Ensure a Reliable Product
Customers justify a product’s purchase price by examining the product quality. A low-quality product will draw negative reviews, leading to a decrease in credibility in the market. If you’re working on gaining customer trust, it’s important to ensure that the product meets the customers’ expectations.
Consider putting the product through a rigorous quality testing process. You can also establish a quality control expert to check the quality of the product. Also, you can consider conducting a survey to find out what your customers expect from a product or service. This will help ensure that the final product meets the customer’s definition of a reliable product.
Two: Get Testimonials from Satisfied Customers
Customers are skeptical of companies with no positive reviews. Most expect a company to have mostly positive reviews online. That’s why getting testimonials from satisfied customers is essential for gaining customer trust. Make sure to display the testimonials on your website and on marketing materials.
Three: Avoid Making Promise that You Can’t Keep
Gaining customer trust is next to impossible if you make promises that you can’t keep. Avoid promising a product by a specific date if it is impossible for you to deliver the product. You need to focus on fulfilling the customers’ needs. Realize that customers’ expectations are usually driven by promises. If you don’t fulfill your promise and meet their expectations, you will lose credibility as well as customers.
Four: Make Better Use of Technology
Most customers expect a company to offer service through the digital media. They have come to expect social media presence and virtual live chat support. Gaining customer trust means investing in this technology to create a seamless customer experience.
Five: Create an Omnichannel Customer Experience
Your customers want to be served through different contact channels. Customers expect their queries to be answered through multiple contact points. They don’t just want their queries to be answered through the phone. In today’s digital age, they expect customer service personnel to respond to their queries through email, social media, and live chat. You need to make customer service available through all channels to ensure maximum customer satisfaction.
In the end, gaining customer trust is a byproduct of a commitment to customer service excellence. You must do everything that is possible to make your customer happy. If you use the right tools and the right medium, customers will come to believe in your company and continue to make purchases.