Building consumer trust is essential to develop a successful brand. If people don’t have confidence in your business, it will be much harder to convincethem to buy fromyou in the first place – let alone share your brand with their friends.
The following list shares 12 reasons why consumers may not trust your brand. Remedy these and watch your sales dramatically improve.
Your brand isn’t talked about enough
If a potential customer does a Google search for your brand, and they can’t find any reviews or discussions, a red flag immediately goes up. Although people like being one of the first to try something new, if no one else uses your brand they will certainly be hesitant to make a purchase.
Your social media presence needs an overhall
When your Facebook, Twitter, and LinkedIn pages go weeks (or even days) without additional content added, people begin to wonder how active you and your brand actually are. You don’t need to be putting out thought leader content every day – but you should at least be sharing valuable content that shows your company is still in business.
It’s time to speed up your response time to questions and comments
If I’m considering your product, and send an email asking a question – I expect a quick response. Fail to answer my questions within 24 hours and I will certainly take my business elsewhere.
You need to make responses sound more personal and friendly
Customer service is one of the first places where automation can save time and money – but make sure your automated messages still sound authentic. And, give people the opportunity to talk to a real person if needed. The most annoying thing for a consumer is asking a question and receiving a canned response that is irrelevant to the initial question.
Post-purchase customer support needs to be improved
Making the sale should just be the beginning of your relationship with a customer. If something breaks, doesn’t fit right, or otherwise causes a problem, be liberal in your assistance. Offer refunds, returns, exchanges, and anything else that shows you actually care about your customers.
A happy customer will likely return – and tell others about your brand as well.
Your emails need to provide more value and less selling
Email marketing is important, but it needs to be done right! Don’t expect to send a sales email once a week and keep your customers subscribed and happy. Instead, offer valuable information that helps your customers solve a problem. Then, include your product in the email when it’s relevant.
It’s time to give your brand a personality
When you think about your brand, what comes to mind? You want consumers to be able to associate a personality, or even a face, with your organization. When people think of Virgin companies, they think of Richard Branson. What, or who, do people think about when your brand comes to mind?
Add more emphasis on customer loyalty and appreciation
When a consumer becomes a frequent customer, give them some sort of reward as a thank-you. Whether you provide a discount, free item, or simply their name on a wall of recognition, do something that shows you appreciate their business and value their support of your company.
Update your website to make it more professional
When customers visit your website, only to discover that it looks as if it was built 10 years ago, they quickly hesitate to buy. Maintaining a high-quality website has become the norm, and consumers expect to see a professional looking site when researching a potential purchase.
Make contact and pricing details easy to find on your site
Having a great website isn’t enough – you also need to make it easy to find essential information. Having clear contact information, an address, and prices for your main products give consumers comfort in knowing that you’re a real company and you aren’t trying to sell them on something that they don’t want.
Don’t expect to send a sales email once a week and keep your customers subscribed and happy.
Get external brands and influencers to endorse you
If the only company telling people that you are “awesome” is you, consumers trust is not a gift and they are going to be hesitant to buy. Get endorsements, reviews, and mentions from past customers, review sites, business organizations, and others. This will provide immediate credibility to you and your brand.
Invest time and money into charities and events
One of the easiest ways to build credibility within your community is to sponsor local or industry events. When people see your brand at a fundraiser, sporting event, or conference, they associate your brand with the quality and value of the group you’re sponsoring.
Gaining the trust of consumers is the first step in becoming a household name. By maintaining a positive reputation among your customers, community, and partners, you show consumers that you are a brand worth using.