BizBritain Blog

The Importance of Building Trust between You and Your Customers

Posted on November 10th, 2017

A business’s customers are their biggest assets. Without them, no business would thrive and no business would succeed in their endeavours; in fact, there would be no purpose for business at all. Simply acquiring customers, though, is not enough. You cannot pick them up and drop them whenever it pleases you, no matter how irritating they may become. You need to retain them, and you need to utilise your relationship with them so both parties are satisfied. By building trust between you and your customers, you are establishing better work ethics in your employees, improving your business’s reputation and, most importantly, you are providing something of worth to your customers. Here’s why you need to build trust, and the best business processes to do so.

Customer trust

The Reasons Why:

Ignoring your customers and seeing them as numbers rather than actual humans can be detrimental to the successes of your business. You need to establish trust because:

  1. Without your customers, you would not exist. Your business would not flourish, and regardless of the product or service you provide, it would become null and void. You run a business primarily to help people or offer them something you believe in; you also run a business so you can turn a profit.

  2. Customers control the successes of your company. If you are not credible, whether it’s from past mistakes or because you don’t have an online presence, then your customers will leave and turn to your competitors. They may even blacklist your company.

  3. Happy customers are your best marketing strategy. You can pay for as much SEO as you like, but when it comes down to it, word-of-mouth and recommendations, as well as online reviews are what people really consider when turning to a new company.

  4. Customers who are happy with your services make your brand more credible and trustworthy to others who are yet to use you. They will also increase your visibility. Nowadays, a good online presence can earn you lots of trust from outsiders who haven’t used you yet, and it can drive your sales.


How to Build Trust:

There are many ways you can build trust between you and your customers, and not all are expensive. However, the most useful and recognisable ways to establish a relationship with your customers is as follows:

  1. Make sure your business is as secure as possible. If you’re an online store, you need to ensure your website and business offers secure payments, otherwise people will refuse to part with their money as well as spread their distrust of your company. If a customer’s payment fails, then they’re likely to blame it on security measures.

  2. Sign up to as many relevant social media accounts as possible. The favourites include Twitter, Facebook, LinkedIn and Instagram. By having online profiles that are authentic (try to get the tick of authenticity), active and helpful, you’re making your business seem more credible. Nowadays, people trust companies based on their online activities, so ensure they’re relevant, useful and also conscientious of the customers. This is also a great way to deal with any issues a customer may have.

  3. Have a professional and user-friendly website. By having a website that is slow (47% of visitors expect a website to load in less than 2 seconds), you’re lessening the traffic your site will get, as well as your bottom line. To improve sales, as to improve your customer’s experience, you need to have a well-navigated website which is useful, full of relevant content, clear product descriptions and ways of contact.

Running a business is not solely about turning a profit. Your businesses successes are based on your customers and how they see you; they’re the reason you went into business in the first place. Listen to them and consider what they want from you; any feedback will build trust and help increase your business’s accomplishments.

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