This post has been extracted by Charing Kam from our e-Book, “How To Keep Your Customers Coming Back”.
Every interaction customers have with your brand impacts their perception of your product. That’s why building trust with your customer is so important. Yes, Trustworthiness is tough to measure, but you can start by evaluating and improving on customer satisfaction with our three tips below:
1) Be Innovative
Building trust with your customers starts with building great products that actually help your customers. You have to be constantly looking to innovate your products. Don’t stick with the status quo. Constantly strive toward making life easier on your customer by serving them with helpful products.
For example, your customers will give you feedback and complaints via forums, calls, and through e-mail. Don’t just let that information sit there. Collect and track this information and use it iterate on your products.
You can also use social networks to follow product trends and directly ask consumers for ideas. Or, eliminate unnecessary product constraints and combine your products with other compatible products to make life easier on your customer. Think about the modern smartphone as an example. Why punch multi-function buttons when you could just touch a screen instead? Why just have a product that can make regular calls, video calls, take photos, and search the web?
2) Communicate Effectively
Building trust starts with how you communicate with your customers. How well you communicate with customers doesn’t just come down to your frontline customer support team. It includes your online information, social media presence, frontline support team, and every written or vocal way that your customer might interact with your brand.
67% of consumers would prefer to find answers through self-service channels over contacting customer support. Address how easy your self-service channels are to find and how easy it is for your customers to execute based on those channels. Do you have an easy to find and navigate FAQ page? Are your social media managers able to respond to questions online quickly and effectively?
Optimize your online search results for your customers. Track what words your customers are using to search for answers and optimize your website accordingly. Your website isn’t a person, so there will be times when your customer has to dig to find what they’re really looking for. Make it easier on them by offering suggested articles and resources on your self-service pages to make the dig more effortless.
3) Educate Them
Part of creating an effortless experience for customer is enabling them to find answers to their questions and solve their own problems. This all comes down to how well you’re educating your customers.
When you provide your customers with useful and easy-to-find information that helps them solve problems and helps them use your products well, you give them the information they need to trust your brand.
The more you empower your customer through education, the more likely it is that they won’t have to call your customer service representatives in the first place.
Be a research-center for your customer. Use your blog to provide useful industry-related information and make it easy for your customers to find ebooks, white papers, and tools to give them the knowledge they need to need to be successful. (This also helps you attract customers, double win!)
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