Build long term success by strengthening customer trust during these challenging times or COVID-19
The pandemic has surprisingly made opportunities for businesses to strengthen trust with their customers and communities. With more institutions being perceived as unethical, incompetent, and unfair, customers trust businesses to act responsibly now more than ever and be a source of guidance and assurance in these unprecedented times. So how can your business build that trust?
First, define what trust means. Trust is the belief and ability to rely on someone or something and helps link everything that we do in our daily lives. Here are a best practices of trusted companies:
Actively communicating with your customers
Communicating with integrity and purpose is vital for your business to grow and continue building trust with your customers. Meeting your customers’ needs, through being active, reaching out to them, and letting them know your part in supporting them will ease their anxiousness
Prioritizing your customers
Become your customer’s ally and show that you stand up for them. 87% of consumers are more likely and willing to buy a product from a business who advocates for social matter. Customers want to know that they are investing money into businesses that invest in others too.
Building trust by fulfilling your stakeholders’ ethical and social needs will remind them of your support in these difficult times, which can help guarantee long-term success.
So how does one become a trustworthy business or brand? Consider the following
A. Empathize
Put yourself in the shoes of your stakeholders. What are their main concerns? What would I want companies to do to ensure my needs are safeguarded?
B. Take action
Some customers are unaware of exactly what kind of support they need to seek. This is a great opportunity for businesses to show customers they are a priority and willing to act for them by quickly recognizing these problems before customers even realize them.
C. Communicate and be transparent
As businesses are reopening, make it known to customers that their safety is your highest priority. Lay out your detailed policies, procedures, safety measures, and contingency plans for every possible scenario on social media, company website, and e-newsletter.
D. Educate your customers
Let your customers know their role and responsibilities in upholding your safety policies. Show that you are doing your part in protecting your employees and the community.
Trust isn’t simple to build, it takes time. However, the significant payoff in the long run makes it all worth it. Don’t wait, start today.
