Update: June 14, 2022 Jesse Stein Jesse has founded, operated and sold multiple Internet-related ventures over the last 20 years. As the founder of Audience.co, he is passionate about combining digital excellence with direct handwritten mail to build lasting customer relationships.

17 Tips for Building Stronger Consumer Trust

When it comes to consumer trust, businesses can’t take chances. If customers don’t trust your business, they won’t do business with you. Here we’ll discuss 17 tips for building stronger consumer trust. 

We’ll talk about the importance of relationship building, proactive communication and consistency and turning your audience into a volunteer marketing army of brand evangelists. Trust is essential for any business – without it, your customers won’t feel loyal to your brand which means you’re replaceable.

Here are 17 ways to change that!

Security

Enhance your security.

enhance your security

When a consumer visits a website and sees that it has implemented strong security measures, they are more likely to trust that site with their personal information. The majority of your customer base would not complete a purchase if they felt the website was not secure. This means that if your business wants to ensure consumer trust, you need to have a protected website.

Not only that, but having poor website security can cause serious problems for the consumer, according to the Cybersecurity & Infrastructure Security Agency. One of the specific possibilities is that poorly secured sites, “Compromise… sensitive customer or organizational data.”

There are many different ways to enhance your website security, and we’ve outlined some of the most important ones below:

  • Use a strong password policy. Require employees to use strong passwords and change them regularly.
  • Use HTTPS encryption. Make sure your website has an SSL certificate and uses the Hypertext Transfer Protocol Secure (HTTPS).
  • Implement two-factor authentication. Add another layer of security by requiring consumers to also verify their identity with a phone call, SMS text message, or email address.
  • Protect consumer data. Keep consumer information safe by encrypting it and storing it away from access.
  • Use a trusted web host. Find a reputable web hosting company that offers additional security features like malware detection, firewall protections and DDoS mitigation.
Socialize

Socialize and be visible in the community.

socialize and be visible in the community

Being visible and active on social media, and in your community, is important in business because it helps people get to know your brand and can help build customer trust. By being active on social media, businesses can engage with their audience and provide excellent customer service, among many other benefits according to Hootsuite.

Hootsuite puts it plainly enough, “If you’re not taking advantage of social within your digital marketing strategy, you’re missing out on a fast, inexpensive, and effective way to reach almost half the world’s population.”

Social Media

Use social media to interact.

use social media to interact

One of the best ways a customer-centric company can build stronger consumer trust is by using social media to interact with your target audience, according to Forbes. This allows you to build a relationship with your customers and clients, and it also gives them a chance to get to know you better. 

This is especially important because “86% of Americans believe transparency from businesses is more important than ever,” according to Sprout Social. Additionally, it helps you to understand what they want and need, which can then be used to improve your products or services.

Customer Service

Customer service must be top-notch.

customer service must be top notch

One of the most important factors in building consumer trust is providing excellent customer service. If customers have a positive experience dealing with your company, they’re more likely to trust you and be loyal customers in the future. 

Good customer service shows that you care about the consumer and are willing to go the extra mile to ensure their satisfaction. But, be ready to move forward with technology. The GREAT customer service of today, will soon be old news, according to Google.

It’s also important to be responsive to customer concerns. If a customer has a complaint, address it as quickly as possible and do your best to resolve the issue. Failing to respond to customer complaints can damage consumer trust and may result in lost business.

Some things that may be considered top-notch customer service include:

  • Providing excellent customer support, via phone, email or chat
  • Offering a wide variety of payment options
  • Shipping items quickly and efficiently
  • Offering a generous return policy
  • Being upfront and honest with customers at all times
Personal Touch

Add a personal touch to your brand.

add a personal touch to your brand

When it comes to consumer trust, a personal touch is key. To connect with customers and build lasting relationships, brands need to be personable and relatable. By establishing a connection, brands can create an environment of trust that will encourage customers to return time and again.

Additionally, your buying audience is more likely to recommend brands that they feel connected to. So, by infusing your brand with personality, you increase consumer trust and encourage customer loyalty.

One way a business can add a personal touch to its brand is by adding customer testimonials on the website or social media pages or posting weekly “Behind the Brand” posts. This helps customers feel like they are getting to know the business on a more personal level. By doing this, businesses create a sense of trust and transparency with their customers.

Communication

Communication is key.

communication is key

When it comes to building stronger consumer trust, communication is key. Consumers need to feel like they can trust the company they are doing business with, and that starts with clear and consistent communication. If a company is not transparent with its customers, it will find it difficult to build trust. Forbes has the entire thing broken down into the five C’s – be clear, concise, compelling, curious and compassionate.

Transparency

One of the best ways to build consumer trust is by being transparent, which we’ll talk about in a bit more detail later. This means being upfront about your company’s policies and practices, and being honest with your customers. If there are any issues or problems, be sure to communicate this to your customers as well. Transparency lets consumers know that they can trust you; that you have nothing to hide.

Availability

Make yourself available at all times.

make yourself available at all times

Businesses need to make themselves available round the clock to ensure consumers have faith in them. This means being available through various communication channels, including phone, email, and social media, and responding promptly to any inquiries. Going back to Thinking With Google’s post, the future will require 24/7 customer service for businesses to stand out.

CRM Software

Improve customer management with CRM software.

improve customer management with crm software

CRM software can help improve trust management by tracking interactions and data. This information can then be used to better understand customer needs and preferences. Additionally, CRM software can help businesses manage customer relationships more effectively.

One of the main benefits of CRM software is that it helps businesses be more consistent in their customer service. By tracking customer data and interactions, businesses can ensure they are providing the same level of support to all of their audience members. This helps to build consumer trust and improve satisfaction.

Promises

Promises must be kept.

promises must be kept

Keeping promises is one of the most important things a business can do when building stronger consumer trust. According to SEMRush, “The average American company will lose 23% to 30% of its customers each year due to a lack of customer loyalty.” They go on to add, “Regardless of whether their complaint gets resolved or not, those who complain have an average retention rate of 19%.”

This is likely because businesses that keep their promises are viewed as more credible and reliable than those that don’t. When consumers trust a company, they’re more likely to do business with them, recommend them to others, and remain loyal even in difficult times.

Online Presence

Develop a strong online presence.

develop a strong online presence

According to Statista, the number of online shoppers in 2021 was 230.5 million. This number has grown by 26 million in the last five years – imagine what the next five years will bring.

A strong online presence is key for businesses looking to build consumer trust. By having a professional website, regularly updated social media profiles, and an active blog, businesses can show consumers that they take their business seriously. Consumers will be more likely to trust a business that is established and credible.

Customer Reviews

Respond to customer reviews (and complaints).

respond to customer reviews and complaints

When a consumer posts a review or complaint, it’s an opportunity for your business to show that you’re listening and that you care. By responding to every review and complaint, you’re not only building trust with the consumer, but you’re also showing other potential customers you’re a business that takes feedback seriously.

Make sure your response is prompt, courteous, and helpful. Address the consumer’s concerns, offer a solution if possible, and thank them for their feedback. Not only will this help to build stronger trust with the consumer, but it may also lead to a resolution of the issue.

Product/Service Quality

Provide the best product or service possible.

provide the best product or service possible

You’d think it’s a given to provide the best product or service possible to customers, but there are many companies who are out to make a dollar rather than a return customer.

When customers know they’re dealing with a business that is only interested in providing them with the best possible experience, it builds trust. This trust can lead to customer loyalty, which leads to regular customers becoming a marketing army. This can be incredibly beneficial to a company’s bottom line.

Company Values

Showcase your company’s values.

showcase your company's values

When it comes to building stronger consumer trust, it’s important for businesses to showcase their values. This can be done in a number of ways, such as through social media, website content, and even marketing materials. By portraying your company’s values, consumers will be more likely to trust you and your products or services.

Why should a business showcase company values? There are a few reasons why. The most important is exactly what we’re talking about today –  it helps to build consumer trust.

When consumers know what a company stands for, they are more likely to trust that company. Additionally, showcasing company values can help to create a positive image for the company and attract new customers.

Customer Relationships

Maintain strong customer relationships.

maintain strong customer relationships

Customer relationships are important because they are the foundation of stronger consumer trust. When customers feel like they have a connection with a business, they are more likely to trust that business with their money and personal information. To maintain strong customer relationships, businesses should be sure to:

  • Listen to customer feedback and take it to heart
  • Respond to customer complaints quickly and effectively
  • Show appreciation for customer business
  • Go above and beyond to meet customer needs
Transparency

Transparency is important.

transparency is important

According to The Atlantic, “Only 36 percent of Americans feel corporations are a ‘source of hope’ for their economy, compared with 84 percent of people in China.”

Americans have a problem trusting companies that lie, cheat and steal and that includes not being 100% transparent.

There are a few other key reasons why transparency is important in business.

First, when customers can see what a company is doing, they feel like they have a say in how the company is run. This makes them more likely to trust the company and its products or services.

Second, transparency builds trust between the company and its customers. When customers know that the company is being truthful and open with them, they are more likely to do business with that company in the future.

Finally, transparency can help companies improve their products and services. By listening to customer feedback and taking it into account, companies can create products and services that better meet customer needs. All of these reasons illustrate why transparency is so important in business – it helps build trust, which is essential for success.

Solve Problems

Solve problems for customers.

solve problems for customers

A business needs to solve problems for customers because it’s the only way to earn their trust. When a customer has a problem that needs solving, they are looking for a business that can help them. If the business can’t solve the problem, the customer will likely take their money elsewhere. This is why it’s so important for businesses to solve customer problems quickly and effectively.

There are many different types of problems that a business can solve for customers to build trust. Some of the most common problems that businesses help customers with include:

  • Resolving customer complaints
  • Providing customer support
  • Fixing product defects
  • Answering customer questions
  • Handling shipping and delivery issues

To build consumer trust, it’s important to be transparent and solve customer problems quickly. Transparency builds consumer trust by giving customers a say in how the company is run; when they know that you’re being truthful with them about your product or service, they are more likely to do business with you again. Solving customer problems means addressing their complaints and meeting their needs promptly – all of which help earn consumer trust and keep customers coming back for more.

Customer Testimonials

Display customer testimonials and reviews.

display customer testimonials and reviews

It’s important to display customer testimonials and reviews on your website or in your store because it helps customers feel more confident about doing business with you. When customers can see that other people have had a good experience with your company, they’re more likely to trust you and be less apprehensive about making a purchase.

We’ll close out with some wise advice from the Better Business Bureau (BBB), “Authenticity is the latest buzzword for businesses seeking a deeper connection with their customers. Younger generations, especially Millennials, want authentic connections and transparent corporate practices with the brands and small businesses they select. Most people choose to do business with agencies they trust, whether it’s buying a car or a sandwich. As a small business owner, building trust with your customers is essential to standing out from your competition.”