Today’s smart, selective, and cynical customers only consider purchasing from businesses they (or their friends) trust to provide excellent customer service. That makes it crucial for you to nurture a sense of trust among your customers through your marketing efforts to build a reputation as a company that cares.
How do you develop a reputation for customer service excellence?
Here are ten ways you can help customers trust you more and expect nothing but the best customer service from each and every interaction with your brand.
Things great customer service companies do (and you should, too)
- Add testimonials to your website and social pages to help your customers see you as a legitimate company that others have trusted and received great customer service from. This makes it easier for them to trust you, too.
- Keep your marketing subtle, straightforward, and authentic. Minimalism in marketing can work wonders for your business growth.
- Use high-resolution images and videos to give customers a detailed view of the offering(s) they are interested in. Remember: design is what 94% of consumers see first on a website. Feature your people and customers for more engagement and to humanize your brand and build connections.
- Whether it be order cancellation or refund initiation, have a process your customers can easily understand and navigate. Empower your customer service representatives to make decisions that benefit the customer and deliver excellence.
- Forget about hyperbolic claims. Be open and transparent about your products and services – including clear pricing and even limitations – and trust will come easily.
- Highlight your expertise in relevant topics that directly appeal to your customers’ preferences and tastes. People want to have reliable sources of information, and if you are one, you have earned their trust.
- Be consistent across all touchpoints to make your customers understand you better and know what to expect from you. This will lead to acceptance, adoption, and even referrals.
- Don’t flood your customers with spam or cold calls, and hope for a response. Timely outreach can help you earn their trust and loyalty.
- Show your customers the face behind your brand. Add pictures and professional details of people who run the show, so your customers know who they are dealing with. This may not seem like much, but transparency makes a business inviting to customers. (Wait, did we already say this? It bears repeating!)
- Display your contact details like your phone number or email prominently. Customers trust brands that feel easy to connect with.
One thing to avoid
Today’s customers are wise to gimmicks and hype, so resist the urge to oversell your products and services with marketing ploys such as spammy emails, flashy banner ads and pop-ups. There’s a reason used car salesmen have such a bad rap. You don’t want your company leaving prospects feeling like they might fall victim to the hard sell if they do business with your company.
Don’t be afraid to put in the hard work needed to win the trust of your customers and deliver excellent customer service. It’s the surest route to building a great reputation and sustained business growth. Remember: think Chick-fil-A or Disney customer service, not Mad Mack’s Used Car Superstore. (We’re pretty sure we totally made that last one up, but if not, our apologies to Mad Mack. He’s probably a swell guy.)
What does customer service have to do with marketing? You can’t put lipstick on a pig and call it a supermodel. If your company’s reputation is damaged by poor customer service, and you don’t fix the problem, no amount of marketing can make up for that. Once the problem is addressed, contact us to help you rebrand and build a new reputation for great customer service from your new, trustworthy brand.