The latest buzzword amongst internet marketers is Trust. And this is not just a fad: it is something which is important for every online business to learn about and has benefits for bricks and mortar businesses too.
What does trust mean to you? Do you think your customers have to trust you? They trust that you will send them their goods or provide a great service in return for their hard earned money. And trust can get you through difficult times like the current postal delays and possible strikes. Your customers trust that you will still get goods through.
But what can you do to build this trust?
My advice is to be present and available for your customers and clients. Make sure that they can find you in all the places that they would expect. In this internet age this means signing up to Twitter, creating a Facebook page, choosing the options which are relevant to your target market. If your customers are older or you are a local business, are you listed in directories like the Yellow pages or your Parish magazine?
And you also need to be responsive in these situations. Offer ‘landline’ phone numbers and a ‘real’ address rather than PO Box. Update your pages and post on social media regularly. Get right back to people when they do get in touch.
Finally, you also need to be a proactive communicator. Don’t wait for customers to contact you. To build trust, share with them on a regular basis through a newsletter. Keep them up to date with your business and show them that, despite the recession, yours is a business that is succeeding and will be around for the long run.
Now look at your business and ask yourself, what am I doing to build trust?
