The last question, and final post on cementing customer trust. If you haven’t read Parts 1 through 4 to increasing trust surrounding your company, do so now! It’s not imperative to understanding Part 5, but if you truly want to recognise what promotes customer trust and start crystallising your strategy, you need to appreciate and abide by all 5 key questions (where possible for your business).
The posts are about 3-4 minutes long each, so in total, all 5 key questions will take up no more than 20 minutes of your day. We know time is precious, but 20 minutes to understand a strategy regarding trust and your company for now and the future, is minuscule in the grand scheme of things.
Here’s a reminder of the key questions:
1) Do you protect your customers' economic interests? Part 1
2) Can customers easily post, and see other reviews, on your website? Part 2
3) Are employee incentives aligned to encourage customer trust? Part 3
4) Are you competent in delivering quality services? Part 4
5) And are you competent in providing good customer service? Part 5
The bottom line is your customers should come first, and their specific needs should come above how you see their value to your business. Different customers should receive varied treatment - where possible - which should be implemented across your entire relationship; from signup, continued service, and to ending the relationship.
Most of the time we're happy to hand over our cash for a service or product. We go about our lives following a pattern that we're happy to stick to. However, we're less likely to part with our cash if a product or services is new to us, or our circumstances have changed and the normal flow of our lives is disrupted. Therefore changes down the line need to be made.
Your customers are your long-run, so quibbling over a cheaper price to help your customer come on board or stay on board is petty. The more you quibble, the more likely you'll lose them. That said, sadly some people in this world don't live their lives authentically, and will aim to take you for a ride.
It's then that you have to use your inner radar to determine who simply wants a good and bespoke deal to suit their needs, and those who want more and more with no give on their behalf.
You can read about resolving problems and responding to complaints in regards to customer service, in Part 4, by clicking the highlighted link.
At REVIEWS.io we have a range of plans to meet all company needs, from small businesses to large enterprises, we're always looking to make sure your experience is custom to your company. It's not one size fits all. If it was, our lives would entirely lack diversity and individuality, and the world would be very beige.
If your customers are treated in the manner they deserve, they'll trust you with their money to offer them what they require, time and time again. Here are some of our very own client testimonials which we are proud to share, demonstrating how we put our customers needs front and centre:
"The service you get from the team at Reviews.co.uk is excellent. They respond to queries very quickly and always aim to improve the platform to help solve our issues."
"The team who built and support the platform have their customers at heart."
"Small enough to care, big enough to carry authority with our customers."
Whether you use the advice spanning across these 5 blogs or not, you still have to ask yourself whether you are generating trust in your brand through the services or products you provide, and for future custom.
If you do take on board the 5 key questions along with their qualifiers, then that's a start. If you were able to confidently meet all or most of them, then that's even better. Trust is paramount not only for your short-term goals, but for your long-term too.
Trust should be like a window. You see what you're getting from your customers, and your customers see what they're getting from you. If no-ones passing by your window, it may be through lack of trust, so take a look at:
5) And how you treat current and future customers needs is agreeable