3 Keys to Building Customer Trust & Loyalty in the Digital Age

admin | December 19, 2018

Long ago, most businesses built customer relationships based on face-to-face interactions with the owner or the staff. This has changed radically in the modern digital marketplace, where most interactions and transactions take place online. Luckily, this dramatic change has not diminished the value of building a relationship with the customers. Customer loyalty is necessary for any business that plans to survive in the future. Since face-to-face communication cannot be scaled, here are three ways business owners can build customer trust and loyalty online.

1. Connect with customers on Social Media

The best platform to connect with customers is on social media. For good or ill, customers have become habituated to the idea of reaching out to businesses through social media. Many customers use it as a quick way to vet a company and to see what others have to say about them. Around 74% of customers claim that product information found on social channels influences their purchase decisions and enhances brand loyalty. A business not having a social media channel- or having a poorly managed one can lose potential customers.

2. Offer Online Customer Service

The internet is often the first platform customers turn to for assistance, hoping to avoid long hold on customer service hotlines. A customer service chat box on the website can reassure customers who are trying to buy something, that they can get help if they need it. Even when customers have a mobile device in their hands, they prefer web-based solutions than talking to a live agent. A Loyalty360 study found that 75% customers would prefer to use live online chat versus calling to speak to an agent. Whereas 60% customers will abandon their online shopping carts and never make purchases from an online retailer again if they experience poor customer service.

3. Encourage Customer Reviews

Customer reviews are important for online customers since they aren’t able to hold the product in their hand or test it before they buy it. According to a study by Nielsen, 70% of global customers trusted online reviews. According to other studies, customers trust reviews as if they were coming from friends and family. Business owners can use this to their advantage and use the words of their satisfied customers to boost confidence in online shoppers. Encouraging reviews also lets current customers know that a business cares about their opinion. This builds loyalty, and often, these customers will become brand ambassadors to their friends, family, and people they meet online. Even more important than collecting feedback from customers, is to act on them! This builds instant trust and credibility of the brand. Moreover, actionable insights help companies improve their products, delivery and service. Wish to retain and delight your customers? Smart Stars has you covered! We help your business make a lasting rapport with customers that can last a lifetime. Get in touch today! Call at +91 9731031313 or drop a mail at info@smartcommercesolutions.com Visit www.smartcommercesolutions.com/index.html for more information.

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