Manal Haddad

How to Develop Trust Between Online Brands and their Customers?

Any form of relationship in this world relies on trust. Without trust, any alliance is bound to fail or fizzle out.

Every online business can only survive if its customers truly trust it. If there is a breach of trust and commitment, customers switch to competitors. Losing customers could slowly lead to a business dying. This is why developing trust between an online brand and its customers is critical.

Keep reading below to learn about five of such trust developing practices.

1.    Listen and Be Considerate

Unless a brand carefully allocates its time and effort to gain customer feedback, it would never determine its customers’ true needs and issues. If customers feel like the brand does not care about their opinions and issues, they might move to a competitor’s online brand that does that. Hence, you should always listen sincerely and act accordingly. The key is to be considerate of your customers’ feelings and objections. You can either directly engage with customers one-on-one and ask for their feedback or run a poll on social media or create a run a survey form. Your online business’s growth is imminent once your customers feel valued.

2.    Fulfill Your Commitments.

Only commit to what you can deliver; otherwise, your customers would feel cheated. When buying online, customers cannot physically touch or see your product. Instead, they put faith in your online brand and what you promise about your product. If you fail to live up to that promise, customers would feel deceived and probably never trust you again.

3.    Interact on Social Media

Social media has created a ‘social’ virtual world that facilitates meaningful interactions without having to meet in person. So, use all social media platforms to engage with your customers and use a tone that encourages your customers to feel like they are a part of something. Make sure you convey the value you place in your customers.

4.    Be Transparent and Authentic

Provide a fully transparent and authentic experience to your customers. Do not try to be someone you are not, and stick to being original. This way, your customers humanize your brand. This allows them to trust your promises and understand that even brands can make mistakes. When customers feel like they know you, then they truly trust you. So, share your struggles and stories and only be your true authentic self.

5.    Protect Your Customer’s Private Information

A major breach of unamendable trust happens when a customer’s private information gets leaked. This information could include a customer’s credit card details, living address, and contact number. If customers find out that you did not protect their information, they can report you and never consider you again. So, make sure you do not do this.

Final Thoughts

Trust is the basis of any relationship. Your online brand’s success and survival depend on the trust you develop and maintain between yourself and your customers.

Listen and interact with your online audience, fulfill all your commitments, b authentic and transparent, and always protect your customer’s privacy.

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