Gaining Customer Trust: Key Steps

Bright Fish Media_Gaining Customer Trust

A successful business cannot exist without gaining customer trust. If a good reputation is already in place, this reputation can help attract new customers. And, with existing customers it can help maintain loyalty and custom. This is an aspect that many businesses rely on for success.  Additionally, word-of-mouth is extremely important. Making sure that your customers are talking about your business for positive reasons will only benefit your business.

We look at easy steps you can implement to secure the trust of customers, both old and new.

Make Your Company Values Public

Telling customers what is important to your company is vital. This can be established relatively easily with a clear statement that highlights these values. You’ll then need to make sure that you act in accordance with these values, otherwise it will have the opposite affect. Customers will feel more confided in your company if you show them your values through your actions.

Put Time Into Customer Relationships

Making a connection with customers is an essential part of building strong relationships. Social media offers a great way to do this quickly. Elsewhere, advertisements or other tactics can be used for this purpose. Personalising your interactions with customers is key to connecting. There is nothing more infuriating that not being able to make that connection when you need to. If you’re not accessible and do not demonstrate customer value, you have already lost that customer. Companies who provide good customer service are compassionate, committed, and accountable. Taking the time to help a customer resolve an issue with your product or service shows you care about your customers. The road travelled sometimes isn’t easy, so don’t shy away from it.

Be Transparent

It’s vital that customers see honesty within your company. There’s no room for empty promises and don’t ever agree something you can’t deliver, or don’t have the power to. Do not use email addresses for marketing if you haven’t asked the customer to opt in. And, don’t hide costs from the customer. When things go wrong, provide a quick, responsible response, take accountability and move on. Always put yourself in the shoes of the customer and provide the same level of service you would be happy to receive.

Share Reviews

Gaining customers’ trust can be achieved through honest feedback. If you are able to provide customers with testimonials that attest to the quality of your product or service, then your messaging will be more credible. Customers do not typically have agendas. Giving them input does not result in them losing anything. You will be able to build trust with your target base if you can use customer credibility.

Loyalty Schemes

Your customer relationships will be further strengthened if you create a sense of appreciation for them. If you treat your customers well, they will be more likely to stay loyal to your company in the future. There are many ways to accomplish this, from discounts to loyalty cards to recommending a friend schemes.


If your company is currently operating remotely, read our top tips to making sure your home is operating effectively for your business.

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