The trust and loyalty of customers are some of the most sought-after factors in business today. It costs 500% more to get new customers than it does to keep the old ones. Keeping those customers is cost-effective and strongly needed if your business is to grow.
Being a customer today isn’t like being a customer even 20 years ago. Today, customers expect that companies will be available to them. This means offering them plenty of ways to leave feedback as well as responding to them directly. When potential customers see a company responding through social media, it can go a long way toward making them feel that the company would respond to them if there were a problem. This will give them confidence in your business as well as trust.
Seek Out Reviews
Many companies don’t want to handle reviews of their businesses. They don’t call attention to reviews or seek them out. However, the companies that are most trusted are those that have many reviews and testimonials from past customers. The public trusts other customers far more than they do a brand. For this reason, having open, honest reviews of their digital reputation is what many consumers are looking for. But don’t just wait for reviews to be posted somewhere- ask your customers for reviews. Having some of them on your own website as well as links to review sites will help potential customers to get a good idea of what they can expect. Don’t worry about bad reviews. It is only necessary for the positive reviews to outweigh the negative ones. In fact, having a few negative ones posted makes your company seem more honest.
It’s hard to trust a company if it isn’t reliable. For consumers, the whole point of a brand is that you know what you are getting. Part of your brand should e that kind of reliability. Much of your resources have to be devoted to making the product or service that you sell as good as it can be. Don’t rely on marketing to make your product seem great if it isn’t true. Customers will find out the quality of what you offer and will spread the word about it. This is one of the most important reputation management strategies.
Start a Loyalty Program
Consumers have more choices today than ever before. Often they have the choice between several businesses that are very similar. What can set your business apart from the competition is to reward customers for their loyalty. There are many ways to do this- giving points to customers with every purchase, creating a loyalty card that comes with discounts, having a card that is punched or stamped and more. This may be a small thing, but it can tip the scales toward your business when everything else seems even.
The Customer Experience
It isn’t enough to have something that people want to buy when there is so much competition out there. What customers tend to remember is the experience they had with your company. When you focus on the customer experience, you create positive feelings about the company as a whole. Even if the customer has a problem, making it easy to get it rectified can still mean it was a positive experience. Companies with a bad reputation often have it because of customers having a poor experience.
Customer loyalty and trust are vital in today’s fast-changing business landscape. They can help you to stand out among the crowd and keep customers long term.