There is no greater currency in business than trust – and companies that lose their customers’ trust often find it’s a lot harder to get it back. One of the best ways to ensure a relationship built on trust with your customers is to have good customer service that emphasizes honesty rather than marketing tricks and competition.
Many elements go into building customer loyalty, such as pricing and convenience, but few will override a feeling of genuine trust between the customer and the brand. Unfortunately, many companies have found that it only takes one incident to erode. Here are some ways to make sure that doesn’t happen to you.
Customer Loyalty Stats to Keep in Mind
Establishing the Right Kind of Trust With Customers
How critical is it to maintain trust with your customers? These statistics indicate there is a lot at stake.
Poor Service Quality
A third of American customers say it would only take one instance of poor service to make them consider switching brands.
Around half of the loyal customers have previously left a company for a rival they felt was better able to stay relevant.
Over 80 percent of customers say they value recommendations from their friends and family above those from companies.
Totaling Up Experiences
About 90 percent of customers say they share their experiences with companies with others – meaning each instance of bad service could lose a company much more than one customer.
Three-fourths of customers say they’ve maintained a loyal relationship with at least one company for a full decade, so good customer service pays dividends.
Ways to Effectively Build Customer Trust and Loyalty
Provide Top-Tier Customer Service
Many companies lose their customers’ loyalty not by doing anything actively wrong but simply by frustrating them due to having an inefficient customer service system. How often have you been stuck on hold waiting to get to an actual human – to be disconnected? Unfortunately, many people experience this and never go back to the company.
An active 24/7 customer service system can alleviate much of this frustration. When setting up your system, one of the key choices you’ll have to make is between an answering service and a call center. Answering service vs. call center services pros and cons vary based on the business.
Customizing Call Service Experience
An answering service takes calls and messages and re-routes them. It’s ideal for any company that’s mostly expecting to receive short calls that it can address later. The benefit is that this service will likely communicate with people quickly and relay their concerns back to you, but they won’t handle tough calls.
Call service is closer to an all-purpose customer service system if you’re running a more technically complex business that might need extended tech support or other services. Not only will you have a virtual receptionist, but your call center is more likely to resolve problems rather than simply relaying them.
Consistency Builds Trust
Every detail of the customer service experience matters in building trust with your customers. Not only does the final interaction matter, but pay attention to details like how your staff treats your customers. You may be losing customers before they ever make a transaction.
Additionally, your customers will judge your product long after purchasing them. If your products have a short lifespan and send customers back to the store frustrated, the odds are they won’t be buying the same product for a second time. Avoiding these pitfalls is the key to building customer loyalty.
Not every business wants to give away all their secrets to their customers, of course – we’re never going to find out what those secret 11 herbs and spices are. But as a general rule, transparency helps your customers feel valued and take their concerns seriously.
Transparency goes beyond revealing trade secrets, including giving your customers a look into the business’ decision-making process. Of course, not every decision will please everyone, and sometimes hard cuts of products with loyal fanbases must be made. However, customers who know how the decision is made and how data is weighed are less likely to be put off.
Build Trust for a Stronger Future
Are you simply selling products, or are you building long-time customer loyalty? It only takes a few simple steps to shore up your customer service process and help turn today’s customers into tomorrow’s brand ambassadors. So start today, and you’ll be reaping the benefits before you know it.