Usman Ghani (January 16, 2017)
Increase in market competition has led to customers quickly moving from one brand to another, in search of better service and product quality. Customers have higher expectations and companies need to invest more to build customer trust and confidence. A customer who trusts your brand is more likely to stick with it and be more forgiving, if and when your company ends up making a mistake.
Let’s have a close look at some important strategies that can build customer confidence and result in more loyal customers.
Time management and meeting deadlines is essential when it comes to delivering consistent service, which builds a customer’s confidence. Your service performance should ensure customers that you will deliver as per your word. If you promised the box to arrive before noon on Friday, then give it your all to meet your deadline. If you guaranteed a call back within an hour, then that is exactly how much time it should take.
Offering reliable service and standing by your word, increases confidence and reduces frustration, because customers believe they can fall back on the company and trust them to fix the problem as soon as possible.
Streamline your processes and keep all platforms updated, so no time is wasted in getting in touch with the customer and solving the problem no matter which department is involved. Once the complaint reaches the company, get it to the person it concerns and get back to the customer with a solution.
Businesses that are sure of their product quality and have designed their offers with a competitive edge are confident when marketing their products. This confidence and assurance of quality is reflected when they offer customers a return policy with no questions asked. The guarantee of a return policy, is comforting for the customer, because they know they always have the option to return the product and don’t need to fear losing their money.
This also creates trust in the customers mind because they are confident about the product quality being offered by the company, or else they wouldn’t be too keen on having a return policy.
While a lot of extra measures can be taken to enhance service and win customer confidence, the most essential elements should not be ignored. A base for quality service lies in fast and reliable customer service where the task at hand is completed and solutions are offered. Focus on the deliverables, such as providing dependable service, with minimum glitches and errors as possible. Try to continuously improve business offerings without waiting for the customer to complain or face issues to begin with.
Train your staff to manage all sorts of scenarios and communicate with the customers with patience and empathy, restoring their confidence in the company post poor service or complaints etc. Assure the customer that their issue will be dealt with urgency and attention.
Being honest is an important part of building trust and confidence. If there is an issue with the service or a feature of the product, be honest with your customers and keep them in the loop. Don’t lie to them and try to cover up your mistakes, instead let them know the situation at hand and inform them about measures being taken from the company’s end to resolve the problem.
Build confidence in the mind of the customer by sharing positive feedback and testimonials with them, regarding what other people are saying about your service and company after becoming your customer. Let them know about positive reviews by sharing them on your website or social media pages, in order to increase engagement as well as branding your business as trustworthy.
Testimonials can be shared in forms of videos, letters or even quotes by loyal customers who have full confidence in the company. Reading such positive and successful experiences, encourages others to do business with you as it builds their level of trust in your offerings.
Let your customers know about your past achievements and awards, by listing them on your website or mentioning them in a small section of your flyer. This helps the customer see your offerings in a new light, because they are supported by other reliable and established sources as well.
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