Six Ways to Create Trust With Your Customers

foreign
ER customer service and experience
expert and today I'm going to share with
you how you can create trust with your
customers now there's a trust gap
between customers and the companies and
Brands they do business with the two
questions to ask that will Define this
Gap are number one do you think your
customers trust you now this is opinion
and number two do your customers
actually trust you and that's fact the
difference between the two questions is
the trust Gap if you think your
customers trust you well that's a 100
score when you ask your customers if
they trust you and receive answers other
than yes then the average of those
answers subtracted from 100 is your
trust Gap now consider these findings
from the pwc's
2022 consumer intelligence series survey
on trust 87 percent of Executives think
customers highly trust their companies
but only about 30 percent of customers
actually do that's a 57 percent Gap
ouch and if you think that's bad
consider that the survey also found 71
percent of consumers say they're
unlikely to buy if a company loses their
trust David horsiger the world's trust
Authority summed this up well when he
says a lack of trust is your biggest
expense in business the goal is no trust
Gap and how do you go about that well
here are six ways number one always keep
your promise we start with a simple one
just do what you say you're going to do
the fastest way to destroy trust is to
not keep a commitment number two be
transparent be open about your policies
processes delivery times delays and more
don't hide behind the fine print you
want your customers to know and
understand how you operate the more they
know the more they're going to have
trust in you number three be easy to
connect with
do you make it easy for your customers
to connect with you for example I'm
always impressed with zappos.com it's an
online retailer that wants you to buy
from its website however its phone
number is posted on every page of the
website just in case the customer needs
help or has questions make it easy for
customers to connect with you number
four protect your customers information
data protection has been a hot topic for
several years Beyond data breaches which
companies must do their best to avoid
there's also data abuse if your
customers trust you with their
information don't abuse that trust by
misusing it number five be consistent
when customers use the word always
before they describe something positive
about their experience such as they're
always so helpful you know you're
delivering a consistent and predictable
experience that increases trust and gets
customers to come back and finally
number six provide excellent customer
service this is the perfect one to end
on raise the trust level with something
you should already be doing our customer
experience research found that 84
percent of customers trust a company or
brand more if it provides excellent
customer service when customers like the
experience you provide they trust you
more now in my effort to always give my
clients more than they expect here's a
bonus Deloitte surveyed 260 c-suite
Executives about trust while 61 claim
they want to improve trust with
customers only 19 percent have members
in the c-suite dedicated to the effort
so here's your bonus tip consider adding
a chief trust officer or similar
position to your organization well I
hope you enjoyed this short lesson thank
you very much for tuning in this is Shep
hyken reminding you to always be amazing